Help Desk Technician

Overview

• Provide advanced technical support for hardware, software, and network issues in a dynamic IT environment.
• Collaborate with cross-functional teams to resolve complex problems and ensure seamless IT operations.
• Maintain and manage user accounts, permissions, and security protocols across multiple systems.
• Monitor and track incidents using ITSM tools to ensure SLA adherence and effective resolution.
• Support SaaS applications and coordinate with vendors for system upgrades and enhancements.
• Document solutions and best practices to enhance the help desk knowledge base and training materials.
• Deliver exceptional customer service and maintain clear communication with users and stakeholders.
• Assist in proactive monitoring and implementing automated solutions to prevent recurring issues.

Key Responsibilities & Duties

• Diagnose and resolve escalated hardware, software, and network issues efficiently.
• Escalate unresolved issues to higher-tier support teams, ensuring smooth handoff and follow-up.
• Conduct root cause analysis for recurring problems and recommend permanent solutions.
• Manage user access, permissions, and security protocols, including MFA and RBAC provisioning.
• Support SaaS applications and coordinate with vendors for system upgrades and patches.
• Maintain detailed documentation of solutions and contribute to knowledge base improvement.
• Provide high-quality customer service and status updates to users regarding incident progress.
• Collaborate with IT teams to resolve complex issues and mentor Tier 1 support staff.

Job Requirements

• Bachelor of Science (BS) degree in a relevant field is required.
• Minimum of 1 year of experience in IT support; 3 years preferred.
• Proficiency in ITSM tools like ServiceNow and familiarity with SaaS applications.
• Strong knowledge of user access management, MFA, and RBAC provisioning.
• Experience in diagnosing and resolving hardware, software, and network issues.
• Excellent documentation skills and ability to maintain a knowledge base.
• Effective communication skills to deliver customer service and collaborate with teams.
• Ability to mentor and train Tier 1 support staff for skill enhancement.