IT Helpdesk Support (1 Year Contract)

Education: Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.

• Experience: 2+ years of experience in an IT support role or similar.
• Technical Skills: Proficiency with operating systems (Windows, macOS, Linux).
• Familiarity with common office software (Microsoft Office Suite, email clients).
• Basic understanding of networking principles (IP addressing, DNS, DHCP).

Preferred Skills:

• Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar certifications.
• Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
• Customer Service: Excellent interpersonal skills with a focus on providing high-quality support to users.
• Time Management: Ability to prioritize tasks and manage multiple issues simultaneously.
• Communication: Strong verbal and written communication skills to explain technical concepts clearly to non-technical users.
• Provide first-line technical support for IT-related issues via phone, email, and ticketing systems.
• Troubleshoot and resolve common hardware, software, and network problems.
• Assist users with system access, password resets, and basic IT queries.
• Escalate unresolved or complex issues to L2/L3 support teams as needed.
• Log, track, and update incidents and service requests in the ITSM system.
• Follow standard operating procedures (SOPs) for troubleshooting and issue resolution.
• Ensure timely resolution of tickets in compliance with SLA requirements.
• Provide users with regular updates on the status of their requests.
• Maintain and update knowledge base articles to improve first-time resolution rates.
• Document troubleshooting steps and solutions for common issues.
• Contribute to process improvement initiatives by identifying recurring problems.
• Assist users with hardware requests, ensuring application submission is completed.
• Provide basic troubleshooting for desktops, laptops, printers, and other peripherals.
• Support standard software applications and assist with installations or configurations.
• Monitor IT systems for potential issues and report anomalies to the appropriate teams.
• Ensure compliance with IT policies, security guidelines, and best practices.
• Support IT asset management by tracking and maintaining records of assigned equipment.
• Located at MidValley City, accessible via public transport