Helpdesk Technician

The Helpdesk Technician is responsible for providing technical support and assistance to employees regarding hardware, software, and network‑related issues. The role ensures smooth IT operations and prompt resolution of user problems. Key Responsibilities

Provide first‑level technical support to users via phone, email, or in person. Troubleshoot and resolve issues related to desktops, laptops, printers, and other peripherals. Install, configure, and maintain computer systems, software, and applications. Manage user accounts, passwords, and access rights in Active Directory and other systems. Support network connectivity issues including LAN, Wi‑Fi, and VPN. Log and track all service requests through the helpdesk ticketing system. Escalate unresolved issues to higher‑level IT support or vendors as necessary. Assist in IT asset inventory management and documentation. Perform regular maintenance, updates, and backups as per IT policy. Provide basic user training on software applications and IT best practices. Requirements

Qualifications & Skills

Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field. 2–4 years of experience in IT helpdesk or technical support role. Strong knowledge of Windows OS, MS Office applications, and basic networking. Experience with Active Directory, Office 365, and remote support tools. Excellent problem‑solving and communication skills. Ability to prioritize tasks and work under minimal supervision. Customer‑focused attitude and team‑oriented approach. Preferred Certifications (optional)

CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST).

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