IT Helpdesk Technician

Job Description

Responsibilities:

- Provide technical support and troubleshooting assistance to end-users via phone, email, or in person

- Diagnose and resolve hardware, software, and network issues

- Install, configure, and maintain computer systems and software applications

- Assist with user account management in Active Directory

- Collaborate with other IT teams to resolve complex technical problems

- Document all support activities and resolutions in the ticketing system

- Follow standard operating procedures for incident management and escalation

Qualifications:

- Bachelor's degree in Computer Science or related field (or equivalent work experience)

- Proven experience as a Help Desk Analyst or similar role

- Strong knowledge of IT infrastructure, including TCP/IP, DNS, firewall, and desktop support

- Familiarity with ticketing systems (e.g., Jira, Remedy) and Active Directory

- Excellent problem-solving and communication skills

- Ability to prioritize tasks and work under pressure in a fast-paced environment

- Proficiency in Microsoft Office applications

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Job Type: Full-time