We are seeking a reliable, customer-focused IT Helpdesk Technician to join our IT support team. In this role, you will be the first point of contact for employees and users experiencing technical issues, providing timely troubleshooting, hardware/software support, and ensuring smooth IT operations across the organization. If you have strong technical problem-solving skills, excellent communication abilities, and a passion for delivering exceptional user support, this is a great opportunity to grow your career in IT.
Key Responsibilities

First-Level Technical Support: Respond to IT helpdesk tickets via phone, email, chat, or in-person; diagnose and resolve hardware, software, network, and application issues efficiently.
User Account & Access Management: Handle user account creation, password resets, permissions, and Active Directory / Office 365 administration.
Hardware & Software Support: Install, configure, maintain, and troubleshoot desktops, laptops, printers, peripherals, and standard business applications (Windows, Microsoft Office, antivirus, etc.).
Network & Connectivity Troubleshooting: Support LAN/Wi-Fi issues, VPN connections, email systems, and basic network diagnostics.
Incident Management & Escalation: Log, track, and follow up on support tickets using IT service management tools (e.g., Jira Service Desk, Zendesk, ServiceNow); escalate complex issues to senior engineers when necessary.
Preventive Maintenance: Perform routine system checks, software updates, patch management, and hardware maintenance to minimize downtime.
User Training & Documentation: Provide end-user training on IT tools and best practices; create and maintain knowledge base articles, FAQs, and support documentation.
IT Asset Management: Assist with inventory tracking, equipment deployment, and onboarding/offboarding processes.

Requirements & Qualifications

Education: Bachelor’s degree or College diploma in Information Technology, Computer Science, Computer Engineering, or a related field (or equivalent practical experience).
Experience: 1–3+ years of hands-on experience in IT Helpdesk, Technical Support, Desktop Support, or Service Desk roles.
Technical Skills:
Strong knowledge of Windows operating systems (Windows 10/11), Microsoft Office 365, and Active Directory.
Experience with ticketing systems (Jira, Zendesk, OTRS, etc.) and remote support tools (TeamViewer, AnyDesk).
Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
Familiarity with cloud services (Azure, Google Workspace) and endpoint security tools is a plus.
Ability to diagnose hardware issues and perform basic repairs.

Soft Skills:
Excellent customer service mindset with clear verbal and written communication.
Strong problem-solving and analytical abilities under pressure.
Patience, adaptability, and ability to explain technical concepts to non-technical users.
Team player with good time management and prioritization skills.

What We Offer

Competitive salary + performance bonuses and overtime support.
Full benefits package including social, health, and unemployment insurance per local labor laws.
Opportunities for professional development, certifications (e.g., CompTIA A+, ITIL, Microsoft certifications), and career growth into SysAdmin or Network roles.
Dynamic, collaborative IT environment with exposure to modern technologies.
Annual leave, team-building activities, and a supportive work culture.

Tags: IT Helpdesk, IT Helpdesk Technician, IT Support Specialist, Helpdesk Support, Desktop Support, Technical Support Engineer, IT Service Desk, Microsoft 365 Support, Active Directory, IT Troubleshooting.

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