Help Desk

Help Desk Overview

• The Help Desk role provides first-level technical support to employees, ensuring efficient resolution of IT issues.
• Opportunity to work with cutting-edge technologies like cloud computing and AI-enabled tools.
• Hybrid work arrangement offering flexibility and exposure to modern IT practices.
• Collaborate with senior engineering staff on infrastructure modernization projects.
• Gain hands-on experience in troubleshooting and resolving technical hardware and software issues.
• Support cloud infrastructure and security initiatives as part of professional growth.
• Enhance skills in Active Directory management and Microsoft Teams telephony.
• Contribute to the setup and operation of equipment for meetings and conferences.
• Develop expertise in emerging technologies such as cybersecurity and automation.

Help Desk Key Responsibilities & Duties

• Serve as the first point of contact for technical assistance via phone or email.
• Track problem reports, trouble tickets, and employee requests, escalating as needed.
• Assist with cloud migration and infrastructure modernization projects.
• Support the implementation and administration of AI-enabled technologies.
• Create and maintain user accounts and configure workstations and telephones.
• Perform troubleshooting using diagnostic techniques to resolve technical issues.
• Provide timely resolutions and excellent customer service to employees.
• Maintain records of problems and resolutions, offering feedback for improvement.
• Assist with Audio-Visual equipment setup and operation for meetings.

Help Desk Job Requirements

• Bachelor’s degree in Computer Science, Computer Information Systems, or related field.
• 1–3 years of relevant experience in IT support or infrastructure roles.
• Proficiency in Microsoft 365 and familiarity with Microsoft Azure.
• Knowledge of Active Directory management tools and basic networking concepts.
• Experience with troubleshooting hardware and software issues effectively.
• Strong communication and interpersonal skills for technical support roles.
• Interest in learning emerging technologies like AI, cybersecurity, and cloud computing.
• Hands-on experience with Microsoft Teams telephony and conferencing preferred.
• Ability to work independently and maintain equipment in good working order.