IT Helpdesk Assistant

Job Overview:

We are seeking a proactive and detail-oriented IT Helpdesk Assistant to join our dynamic IT support team. As the IT Helpdesk Assistant, you will play a crucial role in providing technical support to end-users, resolving hardware and software issues, and maintaining efficient IT operations across the organization. This is an excellent opportunity for someone looking to grow in the IT field and contribute to a collaborative, technology-driven environment.

Key Responsibilities:

• Provide first-line technical support to staff and users via phone, email, or in-person for issues related to hardware, software, and network systems.
• Troubleshoot and resolve basic IT issues such as computer malfunctions, printer connectivity, email problems, and software errors.
• Log and track support requests using the IT helpdesk ticketing system, ensuring accurate documentation of issues and resolutions.
• Assist in the setup and configuration of new hardware (computers, peripherals, etc.) and software installations.
• Assist with routine system maintenance tasks, such as updates, backups, and security scans.
• Escalate more complex technical issues to higher-level IT staff as necessary.
• Provide training and guidance to staff on the proper use of IT systems and software.
• Maintain an inventory of hardware and software assets, including tracking and managing licenses.
• Ensure that users are following best practices for IT security, including password management, data protection, and safe internet practices.
• Assist in the deployment of software updates and patches.
• Stay up-to-date with the latest technology trends and provide suggestions for improvements to the IT infrastructure.

Required Skills & Qualifications:

• Basic knowledge of IT systems, hardware, and software applications.
• Familiarity with troubleshooting and diagnosing technical problems.
• Strong communication skills, both written and verbal.
• Excellent customer service skills and the ability to explain technical concepts to non-technical users.
• Detail-oriented with the ability to manage multiple tasks and priorities.
• Ability to work independently as well as part of a team.
• Basic understanding of network protocols and systems (e.g., TCP/IP, DNS, DHCP).
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Familiarity with common operating systems (Windows, macOS, or Linux).