Help Desk Technician

Summary

The job is for a Helpdesk Technician in a fast-paced corporate environment, responsible for providing technical support, managing ServiceNow tickets, creating user documentation, performing basic system administration tasks, and collaborating with other teams. The role requires proven experience as a Helpdesk Technician or similar, strong knowledge of Windows operating systems and Microsoft Office Suite, familiarity with ServiceNow, excellent problem-solving skills, communication skills, and a customer-oriented approach.

Requirements

• Proven experience as a Helpdesk Technician or similar role in a corporate environment
• Strong knowledge of Windows operating systems and Microsoft Office Suite
• Familiarity with troubleshooting network connectivity issues
• Experience using ServiceNow or similar IT service management tools
• Excellent problem-solving and communication skills
• Customer-oriented approach with a focus on delivering high-quality support services

Responsibilities

• Provide frontline technical assistance to end-users in person, via phone, or remote tools
• Troubleshoot hardware, software, and network issues related to Windows operating systems (Windows 10/11) and standard office applications
• Diagnose and resolve technical hardware and software issues promptly and efficiently
• Utilize ServiceNow to log, track, and resolve incidents and service requests
• Ensure accurate and timely documentation of all support activities within the ServiceNow platform
• Prioritize and escalate issues as necessary to ensure swift resolution and minimal downtime
• Assist in creating and updating user documentation, manuals, and knowledge base articles
• Conduct user training sessions on basic IT operations and software usage as needed
• Perform basic system administration tasks such as user account management and access control
• Assist in maintaining IT inventory and asset management records
• Collaborate effectively with other IT teams and departments to resolve escalated issues and improve overall IT service delivery
• Communicate technical information clearly to non-technical users

Preferred Qualifications

Certification in relevant IT areas (e.g., CompTIA A+, Microsoft Certified Professional) is a plus