IT Helpdesk Technician

Job Description

Job Description

Salary : Based on Experience

The IT Helpdesk Technician position is a vital role within the viLogics organization. Its the first point of contact with most customers. This position is responsible for providing technical support to users by diagnosing and resolving IT-related issues. This role involves technical knowledge, problem-solving skills, and customer service abilities. Below is a detailed position description for an IT Helpdesk Technician :

Position Overview :

The IT Helpdesk Technician is responsible for providing first-line technical support to users experiencing hardware, software, and network issues. The technician is expected to diagnose problems, implement solutions, and ensure that IT services are running smoothly. This role involves handling incoming support requests, managing the IT helpdesk ticketing system, and escalating complex issues to higher-level IT staff when necessary.

Key Responsibilities :

• Technical Support :

Provide prompt and effective technical support to users, resolving issues related to hardware, software, network, and peripheral devices.

Manage the IT helpdesk ticketing system by logging, categorizing, and prioritizing incoming support requests.

Provide remote support to users via phone, email, or remote desktop tools.

Perform routine maintenance on IT hardware, including desktops, laptops, printers, and network equipment.

Provide users with training on basic IT tasks, such as using new software, managing passwords, and adhering to IT security policies.

Identify recurring issues and escalate them to higher-level IT staff or management for further investigation and resolution.

Monitor system performance and network activity, identifying potential issues before they impact users.

Maintain an inventory of IT assets, including hardware, software licenses, and peripheral devices.

Adhere to IT security policies and procedures, ensuring that users comply with security protocols such as password management and data protection.

Stay updated on the latest IT trends, tools, and best practices to enhance the quality of support provided.

Qualifications :

Strong technical knowledge of computer hardware, operating systems (Windows, macOS, Linux), and common software applications.

Attributes :

Reports to :

The IT Helpdesk Technician will report to the IT Helpdesk Manager or IT Support Manager.

Work Environment :

This role is essential for maintaining the day-to-day IT operations of the organization, ensuring that users have the support they need to perform their duties effectively.