Job Title: IT Help Desk Support

Job Summary

We are seeking a reliable and customer-focused IT Help Desk Support professional to provide first-level technical assistance to users. The role involves diagnosing hardware and software issues, responding to support requests, and ensuring smooth day-to-day IT operations.

Key Responsibilities

• Serve as the first point of contact for IT support via phone, email, chat, or ticketing system

• Diagnose and troubleshoot hardware, software, and network issues

• Install, configure, and maintain desktops, laptops, printers, and other IT equipment

• Assist users with operating systems, office applications, and standard business software

• Log, track, and resolve incidents and service requests in a timely manner

• Escalate complex issues to higher-level IT support teams when required

• Perform basic user account management (password resets, access requests, permissions)

• Maintain documentation, FAQs, and knowledge base articles

• Ensure compliance with IT policies, procedures, and security standards

• Provide courteous, clear, and effective communication to end users

Required Skills & Qualifications

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)

• Proven experience in an IT Help Desk or technical support role

• Strong knowledge of Windows/macOS operating systems

• Familiarity with MS Office / Microsoft 365 and basic networking concepts

• Experience with ticketing systems (e.g., ServiceNow, Jira, Freshdesk)

• Good problem-solving and analytical skills

• Excellent communication and customer service skills

Preferred Qualifications

• IT certifications such as CompTIA A+, Network+, or ITIL

• Experience supporting remote users and VPN connections

• Basic knowledge of Active Directory and user management