Level 1 Helpdesk

In this position, the selected candidate will be tasked with providing direct technical assistance to our clients regarding their hardware, software, and system issues. Daily duties will involve fielding inbound calls or emails from users encountering problems or seeking information about technology-related issues. Essential duties range from troubleshooting multiple hardware and software applications to delivering prompt, accurate solutions in a professional manner.

This role also necessitates offering high-quality service, which includes identifying, prioritizing, and resolving technical issues. Additionally, the candidate must be adept at documenting any interactions in detail to ensure satisfactory resolution and follow-up as needed. This role is instrumental in guaranteeing that our system and network are operating at peak performance and that our staff can perform their duties productively.

As a key member of the team, the successful individual will need strong interpersonal and communication skills - both verbal and written. Furthermore, the ability to diagnose and resolve technical problems effectively, and a solid understanding of IT infrastructure and common software tools are paramount. Familiarity with helpdesk ticketing systems, remote control, and monitoring software is also essential. It will be advantageous to have a patient, problem-solving mindset, the capacity to work independently or in a team environment, and the ability to provide outstanding customer service.

• Exceptional technical skills and IT knowledge
• Familiarity with different operating systems (like Windows, MacOS, Linux) and software
• Ability to troubleshoot hardware and software issues
• Excellent customer service skills
• Strong problem-solving skills and the ability to make decisions quickly
• Clear and effective communication skills, both written and verbal
• Familiarity with remote desktop applications and help desk software
• Ability to handle multiple issues simultaneously, with attention to detail
• Strong working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Understanding of IT service management and ITIL would be an asset
• High level of patience when dealing with difficult customer situations
• Continual learner, staying up to date with advancements in technology
• Good time management skills and ability to meet deadlines.
• A degree in Computer Science, Information Technology, or relevant field is a plus
• Relevant certifications such as CompTIA A+ could be desired or required.