Job Title: Junior - Help Desk Technician

Job Summary

The Junior Help Desk Technician provides essential support to end-users by troubleshooting a variety of hardware, software, and network issues. This entry-level position is crucial for maintaining operational efficiency within the organization, as the technician is responsible for basic technical support, managing service requests, and escalating more complex problems to senior technicians. The role emphasizes resolving common technical issues swiftly to minimize disruptions to users' work, ensuring a seamless and productive environment.

Key Responsibilities

• Respond to user inquiries via phone, email, or chat, providing timely and effective assistance.
• Troubleshoot and resolve hardware, software, and network issues to restore functionality.
• Provide basic technical support for operating systems, applications, and network connectivity, ensuring users can effectively utilize their tools.
• Document issues and resolutions in a ticketing system to maintain accurate records and facilitate future troubleshooting.
• Escalate unresolved issues to senior technicians or other IT staff for further investigation and resolution.
• Install and configure software and hardware, ensuring that all systems are operational and up to date.
• Perform routine maintenance on devices, including software updates and virus scans, to uphold security and performance standards.
• Ensure all issues are logged, tracked, and resolved in a timely manner to maintain high levels of user satisfaction.

Skills and Knowledge Required

• Basic understanding of computer hardware, operating systems (Windows, macOS, Linux), and software applications.
• Familiarity with network protocols and basic troubleshooting for connectivity issues.
• Strong communication skills for effective customer interaction and support.
• Ability to learn quickly and manage multiple tasks efficiently.
• Basic knowledge of IT support tools, including ticketing systems and remote desktop software.
• Time management skills to prioritize tasks and meet deadlines.

Educational Qualifications

• High school diploma or equivalent.
• Some college coursework in Information Technology (IT) or a related field is preferred.
• IT certifications such as CompTIA A+ or ITIL Foundation are a plus.

Key Focus Areas

• End-user support and troubleshooting to enhance user experience.
• Device setup and configuration to ensure readiness for use.
• Ticket management and tracking to maintain organized support processes.

Experience

• 0-1 years of experience in IT support or a related role.
• Internship or volunteer work in technical support is beneficial and valued.

Tools and Equipment

• Ticketing systems (e.g., ServiceNow, Jira) for issue tracking.
• Remote desktop tools (e.g., TeamViewer, AnyDesk) for remote assistance.
• Common hardware including laptops, printers, and networking equipment.
• Anti-virus and security software to protect user devices.

Other Requirements

• Ability to work in a fast-paced environment, adapting to changing priorities.
• Willingness to work flexible hours or on-call shifts as needed.
• Strong customer service orientation to ensure user satisfaction and support.