IT Helpdesk Support

Position Summary

We are looking for a reliable and customer-focused IT Helpdesk Support professional to manage support requests and ensure smooth day-to-day IT operations. This role involves handling support tickets, assisting users with technical issues, and maintaining accurate IT documentation. The right candidate will be a strong communicator, comfortable troubleshooting common IT problems, and proactive in improving support processes.

Key Responsibilities

• Act as the first point of contact for IT support requests via ticketing system, email, or phone.
• Troubleshoot and resolve hardware, software, and network issues.
• Escalate complex cases to senior IT staff or vendors when necessary.
• Keep users updated on ticket progress and resolution timelines.
• Document IT processes, troubleshooting steps, and create user guides.
• Support new user onboarding (accounts, devices, and access setup).
• Provide guidance to staff on IT best practices and basic troubleshooting.
• Contribute to improving helpdesk operations and knowledge base resources.

Requirements

• Previous experience in IT support or helpdesk environments.
• Knowledge of Windows/Mac operating systems, Microsoft 365, and common workplace applications.
• Strong communication and problem-solving skills with a customer-first approach.
• Basic understanding of networking (Wi-Fi, VPN, DNS, connectivity troubleshooting).
• Ability to manage multiple support requests efficiently.
• Familiarity with ticketing/helpdesk systems is a plus.
• Relevant certifications (CompTIA A+, Microsoft, or equivalent) preferred.
  

What We Offer

A supportive team environment with opportunities for career growth.

Exposure to diverse IT systems and challenges.

Competitive salary and benefits package based on experience.