Help Desk Technician (Tier 1)

Salary

Core Qualifications

Key Responsibilities

• •Serve as the first point of contact for users seeking technical assistance in person, messaging, ticket, or email.
• •Log, categorize, and prioritize all incoming support requests in the IT ticketing system.
• •Analyze, troubleshoot, resolve and document a broad scope of hardware, software, and peripheral issues.
• •Assist with user account creation, password resets, and access permissions in Active Directory and other enterprise systems.
• •Install, configure, and maintain desktop/laptop computers, mobile devices, and software applications.
• •Escalate complex or unresolved issues to Tier 2/3 support in a timely manner.
• •Maintain and update asset inventory records.
• •Facilitate and support seamless onboarding and off-boarding processes, including workstation setup, re-imaging and return.
• •Follow standard procedures for proper escalation and ticket closure.
• •Provide excellent customer service by ensuring timely and clear communication with end users.
• •Extensively document actions taken and suggested resolutions in detail.
• •Actively contribute to IT knowledge base.
• •Assist with regular IT maintenance tasks, such as software updates and hardware checks.
• •Ensure compliance with company IT policies and procedures.