Help Desk Specialist

3 days ago

San Antonio, Texas, United States vodastra Full time
Job Title: Help Desk Technician

The Help Desk Technician is a critical role within our IT department, responsible for providing top-notch technical support and troubleshooting assistance to our internal and external users.

Key Responsibilities:
  • User Support: Provide timely and effective technical support via various channels, including phone, email, chat, or in-person, resolving hardware and software issues across desktops, laptops, printers, mobile devices, and other equipment.
  • Troubleshooting: Diagnose, troubleshoot, and resolve a wide variety of hardware, software, and network issues for end-users, escalating complex problems to senior team members or external vendors as necessary.
  • System Maintenance: Perform routine checks and maintenance of IT infrastructure, including updates, patches, and system health monitoring.
  • Ticket Management: Record, manage, and resolve service requests and incidents through a ticketing system, ensuring issues are accurately logged, prioritized, and closed promptly.
  • Training and Documentation: Provide guidance and training to users on new software, tools, or systems, creating and maintaining technical documentation, FAQs, and user guides for both users and IT staff.
  • Network Support: Assist in the setup, maintenance, and troubleshooting of network devices, including routers, switches, and wireless access points.
  • Software Installation and Updates: Install, configure, and troubleshoot software applications and updates across multiple platforms (Windows, macOS, etc.).
  • Asset Management: Maintain an inventory of IT assets, ensuring all equipment and software licenses are up to date and properly tracked.
  • Collaboration: Work closely with IT team members and other departments to ensure effective IT service delivery.
  • Security Compliance: Assist in maintaining the security of company systems, including managing user accounts, resetting passwords, and enforcing security protocols.
Requirements:
  • Experience: Minimum of 5 years of experience in a help desk or IT support role.
  • Technical Knowledge: Strong proficiency in troubleshooting hardware and software issues, including operating systems (Windows, macOS, Linux), Microsoft Office Suite, and various enterprise software.
  • Networking: Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs) and basic network troubleshooting.
  • Problem Solving: Strong analytical skills with the ability to identify problems, research solutions, and resolve issues efficiently.
  • Communication: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users clearly.
  • Customer Service: Strong customer service orientation and the ability to manage challenging situations with patience and professionalism.
  • Teamwork: Ability to work independently and as part of a team, often under pressure.
  • Certifications (Preferred but not required): CompTIA A+, Network+, ITIL, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications.

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