Job Description

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.