Help Desk Technician
4 weeks ago
Overview: We are seeking a skilled Helpdesk Technician to join our dynamic team, providing essential technical support in a fast-paced onsite environment. This role is crucial in ensuring the smooth operation of IT systems and services within our Windows-based infrastructure, utilizing ServiceNow as our primary ticketing and service management platform.
Responsibilities:
Technical Support:
- Provide frontline technical assistance to end-users in person, via phone, or remote tools.
- Troubleshoot hardware, software, and network issues related to Windows operating systems (Windows 10/11) and standard office applications.
- Diagnose and resolve technical hardware and software issues promptly and efficiently.
ServiceNow Ticket Management:
- Utilize ServiceNow to log, track, and resolve incidents and service requests.
- Ensure accurate and timely documentation of all support activities within the ServiceNow platform.
- Prioritize and escalate issues as necessary to ensure swift resolution and minimal downtime.
User Training and Documentation:
- Assist in creating and updating user documentation, manuals, and knowledge base articles.
- Conduct user training sessions on basic IT operations and software usage as needed.
System Administration:
- Perform basic system administration tasks such as user account management and access control.
- Assist in maintaining IT inventory and asset management records.
Collaboration and Communication:
- Collaborate effectively with other IT teams and departments to resolve escalated issues and improve overall IT service delivery.
- Communicate technical information clearly to non-technical users.
Requirements:
- Proven experience as a Helpdesk Technician or similar role in a corporate environment.
- Strong knowledge of Windows operating systems and Microsoft Office Suite.
- Familiarity with troubleshooting network connectivity issues.
- Experience using ServiceNow or similar IT service management tools.
- Excellent problem-solving and communication skills.
- Customer-oriented approach with a focus on delivering high-quality support services.
- Certification in relevant IT areas (e.g., CompTIA A+, Microsoft Certified Professional) is a plus.
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