Help Desk Officer

Help Desk Officer - First-Line Technical Support

We are seeking a dedicated Help Desk Officer to serve as the first point of contact for our users, providing exceptional technical support and assistance. The ideal candidate will possess a strong technical background, excellent communication skills, and a customer-focused mindset.

In this role, you will:

• Provide first-line technical support for hardware, software, network, and IT-related issues.
• Respond to user requests via phone, email, ticketing systems, or in person, ensuring timely and effective resolution.
• Troubleshoot and resolve desktop, laptop, printer, and peripheral device issues.
• Install, configure, and maintain operating systems, software applications, and end-user devices.
• Manage user accounts and access permissions in accordance with company policies.
• Escalate unresolved incidents to appropriate technical teams and follow up until resolution.
• Record and track incidents, service requests, and resolutions using the IT Service Management (ITSM) system.
• Support employees during onboarding and offboarding by preparing devices and configuring user accounts.
• Maintain IT asset inventory and ensure proper documentation of IT equipment.
• Perform routine maintenance and system checks to ensure optimal performance.
• Ensure compliance with IT security policies, cybersecurity standards, and data protection requirements.
• Provide end users with basic guidance on cybersecurity awareness and secure IT practices.
• Assist with other IT support tasks as assigned.

To be successful in this role, you should possess:

• A Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field.
• Minimum of 1 year of experience in IT Help Desk, Technical Support, or a similar role.
• Strong technical skills, including knowledge of Windows operating systems, Microsoft 365, Active Directory, computer hardware, networking, and peripheral devices.
• Experience using IT ticketing systems and basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Basic knowledge of cybersecurity principles, endpoint protection, and security best practices.
• Familiarity with remote support tools.
• Excellent communication and customer service skills, with the ability to troubleshoot and problem-solve effectively.
• Strong organizational and time management skills, with the ability to prioritize tasks and handle multiple requests.
• The ability to work independently and as part of a team, with a willingness to learn new technologies and continuously improve technical skills.

Preferred certifications include CompTIA A+, CompTIA Network+, and ITIL Foundation. If you are a motivated and dedicated professional seeking to make a positive impact on our users' IT experience, we encourage you to apply.