IT Help Desk Technician

As an Entry-Level Help Desk Technician at our MSP (Middleground), you will play a crucial role in providing technical support and assistance to our clients. You will be responsible for responding to customer inquiries, diagnosing and resolving technical issues, and escalating problems when necessary. This position offers an excellent opportunity for individuals seeking to begin their career in the IT industry, with exposure to a wide range of technologies and client environments.

Key Responsibilities:

1. Customer Support: Provide exceptional customer service and technical support to clients via phone, email, or remote assistance tools.
2. Incident Management: Log, track, and manage incoming support requests using ticketing systems, ensuring timely resolution and appropriate documentation.
3. Troubleshooting: Diagnose and resolve hardware, software, and network-related issues for end-users, following established procedures and best practices.
4. Escalation: Escalate complex or unresolved issues to senior technicians or appropriate internal teams while ensuring smooth communication with clients.
5. Client Communication: Keep clients informed about the status of their support requests and ensure timely updates throughout the problem-solving process.
6. Basic System Administration: Assist in managing user accounts, permissions, and access levels as required.
7. Software Installation and Updates: Assist with the installation, configuration, and updates of software applications on client systems.
8. Hardware Maintenance: Assist in hardware deployment, replacement, and maintenance activities.
9. Documentation: Create and maintain accurate records, documentation, and knowledge base articles for frequently encountered issues and solutions.
10. Proactive Monitoring: Participate in monitoring systems and networks to identify potential issues and escalate them before they become critical problems.
11. Learning and Development: Stay updated with the latest industry trends, technologies, and certifications relevant to the role.

Required Skills and Qualifications:

• Educational Background: High school diploma or equivalent. Relevant certifications or degrees in IT or related fields will be advantageous.
• Technical Knowledge: Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Communication: Excellent verbal and written communication skills, with the ability to communicate technical concepts clearly and concisely.
• Problem-Solving: Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
• Customer Service: Demonstrated ability to provide exceptional customer service and handle client inquiries in a professional and friendly manner.
• Team Player: Willingness to collaborate with team members, receive feedback, and contribute to a positive team environment.
• Time Management: Ability to prioritize tasks effectively and manage time efficiently to meet service level agreements (SLAs).
• Adaptability: Willingness to learn and adapt to new technologies and procedures in a fast-paced environment.
• Certifications: Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar will be considered a plus.

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