Help Desk Engineer

Job Summary:

The Help Desk Technician will provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and networking. You will handle level 1 (and possibly level 2) support tickets, either remotely or in-person, and work closely with the IT team to resolve technical problems efficiently.

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system
  
• Diagnose and troubleshoot basic technical issues related to software, hardware, printers, and networks
  
• Provide remote or in-person support to resolve issues quickly and professionally
  
• Walk users through step-by-step solutions and educate them on best practices
  
• Log all help desk interactions, document solutions, and update ticket status in the system
  
• Escalate more complex issues to higher-level support teams or system administrators
  
• Install, configure, and upgrade hardware/software as needed
  
• Assist in maintaining inventory of IT equipment and supplies
  
• Monitor system performance and report recurring issues to IT management

Required Qualifications:

• Proven experience in a help desk, IT support, or technical support role
  
• Knowledge of Windows/macOS operating systems, Microsoft Office, basic networking
  
• Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, LogMeIn)
  
• Understanding of IT ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow)
  
• Strong communication and interpersonal skills