IT Helpdesk Support Technician

ABOUT THE ROLE

The IT Helpdesk Support Technician will provide support and guidance to users experiencing technical issues relating to phone and computer hardware, software, and peripherals.

RESPONSABILITIES

Provides technical support and guidance to resolve users' computer hardware and software problems, communicating with users via phone, chat, email, and/or a support ticketing system. Applies knowledge of computer software and hardware to assist users in resolving problems. Installs or assists with the installation and setup of new hardware, software, and peripheral equipment. Coordinates service or replacement of defective products from vendors and manufacturers. Collaborates with the network administrator to review and analyze hardware and software needs. Conducts periodic diagnostics and testing to ensure optimal network function and minimal downtime. Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware. Drafts or revises user training manuals and procedures; develops training materials and/or provides onsite training as requested. Manages and maintains the ticketing system and MDM systems to ensure support requests are addressed in a timely and efficient manner, tracking resolution progress, managing end-user devices, and escalating issues as needed. Serves as Document Coordinator in support of

ISO 27001

certification, maintaining and organizing information security documentation, policies, and records in accordance with audit and compliance requirements. Performs other related duties as assigned.

BASIC COMPETENCES

Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Strong analytical and problem-solving skills. Proficient with Microsoft Office Suite or related software. Ability to explain technical problems to non-technical employees.

JOB LEVEL SKILLS

Two years of experience or Associate's degree required; Bachelor's degree in Computer Science, Business Administration, or a related field preferred. Thorough understanding of technology commonly used by clients and employees. Experience with ticketing systems to manage and track support requests efficiently. Familiarity with Mobile Device Management (MDM) platforms for device monitoring, enrollment, and policy enforcement. Knowledge of or exposure to

ISO 27001

information security standards; experience in document coordination, records management, or compliance support is a plus.

PHYSICAL REQUIREMENTS

Ability to perform the essential functions of the position with or without reasonable accommodation. Prolonged periods of sitting and working at a computer. Frequent use of hands and fingers to operate a computer, keyboard, and other office equipment. Ability to communicate effectively, including exchanging accurate information. Occasional standing, walking, bending, or reaching to access equipment, cables, or work areas. Ability to lift, carry, and/or move equipment up to 25 pounds, as needed. Visual ability to read screens, analyze data, and review technical documentation. Ability to respond to urgent issues in a timely manner in a fast-paced environment.

WORK ENVIRONMENT

Work is primarily performed in a professional office and IT infrastructure environment. Regular use of standard office equipment and specialized IT equipment (e.g., servers, networking hardware). May require occasional access to server rooms or data centers with varying temperatures and moderate noise levels. Work involves managing multiple priorities in a deadline-driven environment. Occasional evening, weekend, or on-call work may be required to support system maintenance or critical issues. Frequent interaction with employees, vendors, and cross-functional teams. Work may involve handling confidential and sensitive information.