Help Desk Technician

Job Description: Mid-Level - Help Desk Technician

Job Summary

The Mid-Level Help Desk Technician provides advanced technical support, addressing a broader range of technical issues compared to junior roles. This position is crucial for maintaining operational efficiency within the IT department, as it focuses on resolving complex problems while also providing guidance and mentorship to junior technicians. The Help Desk Technician will play a key role in ensuring that all IT systems function smoothly, thereby supporting the overall productivity of the organization.

Key Responsibilities

• Troubleshoot and resolve complex technical issues, including software, hardware, and networking problems.
• Manage and prioritize incoming service requests and incidents to ensure timely responses and resolutions.
• Assist in the setup, installation, and maintenance of IT systems, software, and devices to ensure operational readiness.
• Mentor and guide junior technicians, providing training and support to enhance their skills and knowledge.
• Conduct regular system checks and updates to maintain optimal performance and prevent potential issues.
• Prepare and maintain documentation for internal knowledge bases and troubleshooting guides to facilitate knowledge sharing.
• Respond to escalated issues, ensuring timely resolution and customer satisfaction.
• Assist with system backups and disaster recovery procedures to safeguard organizational data.
• Liaise with other IT teams to ensure seamless operations and effective collaboration across departments.

Skills and Knowledge Required

• In-depth knowledge of operating systems (Windows, macOS, Linux) and networking principles.
• Experience with troubleshooting hardware and software at an intermediate level.
• Knowledge of active directory, DHCP, DNS, and VPN configurations.
• Proficiency in using IT management and ticketing systems to track and resolve issues.
• Strong understanding of IT security best practices and data protection measures.
• Ability to train and mentor junior staff effectively.
• Strong communication and customer service skills to interact with users and stakeholders.

Educational Qualifications

• Associate’s degree or higher in Information Technology, Computer Science, or a related field.
• Certifications such as CompTIA Network+, ITIL Foundation, or Microsoft Certified IT Professional (MCITP) are highly desirable.

Experience

• 2-4 years of experience in IT support, preferably in a help desk environment.
• Experience with supporting enterprise-level IT systems and network environments.
• Prior experience in customer-facing roles is preferred to enhance user interaction.

Tools and Equipment

• Advanced ticketing systems (e.g., Zendesk, Freshdesk) for issue tracking.
• Diagnostic and remote management tools (e.g., SCCM, PowerShell) for efficient troubleshooting.
• Hardware and software installation tools for system setup and maintenance.
• Network monitoring tools (e.g., SolarWinds, Nagios) to ensure network health.
• Antivirus and endpoint protection software to maintain security standards.

Other Requirements

• Strong troubleshooting and problem-solving abilities to address technical challenges.
• Ability to work independently and collaboratively within a team setting.
• Good documentation skills to maintain accurate records of issues and resolutions.

Key Competencies and Requirements

The ideal candidate will demonstrate a blend of technical expertise, effective communication, and a commitment to continuous improvement. They will be proactive in identifying issues and implementing solutions, while also fostering a collaborative environment that encourages learning and development among team members.