Help Desk Technician

Client of Worldwide Recruitment Solutions

Position Summary:

• Serve as the first point of contact for all IT-related incidents and service requests via phone, email, or in person.
• Provide timely and effective support for hardware, software, network, and application issues.
• Diagnose and resolve end-user problems, escalating complex issues to higher-level support as needed.
• Maintain a strong customer-service focus and ensure minimal disruption to business operations.
• Install, configure, and troubleshoot operating systems (Windows 10/11), Microsoft 365 applications, and collaboration tools such as Teams and OneDrive.
• Support user account management in Active Directory, Exchange, and other enterprise systems.
• Assist with printer configurations, shared drives, VPN access, and network resource connectivity.
• Perform software deployments, updates, and license management in coordination with the IT systems team.
• Perform setup, imaging, and deployment of workstations, laptops, and peripherals for new and existing staff.
• Maintain the IT asset inventory including equipment tracking, tagging, and lifecycle management.
• Coordinate repairs and warranty claims for defective hardware with vendors or suppliers.
• Ensure all devices meet corporate security and configuration standards.
• Monitor and respond to alerts generated by IT systems, ensuring proactive issue resolution.
• Perform routine maintenance tasks such as updates, patching, and disk cleanup to maintain performance.
• Document all troubleshooting steps, resolutions, and user interactions in the IT service management (ITSM) system.
• Assist in maintaining up-to-date technical documentation, knowledge base articles, and user guides.
• Ensure end-user compliance with IT security policies, including password hygiene and device protection.
• Support endpoint protection tools (e.g., Microsoft Defender, antivirus, encryption).
• Assist users with multi-factor authentication (MFA) setup and remote access troubleshooting.
• Report suspicious activities, security incidents, or data breaches to the IT security team.
• Collaborate with system administrators and network engineers to resolve cross-functional issues.
• Participate in IT projects, system rollouts, and user training sessions.
• Identify recurring issues and suggest improvements for processes and support efficiency.
• Provide end-user training and guidance on company systems and software when required.

Technical Expertise:
Strong working knowledge of:

• • Microsoft Windows 10/11 and Microsoft 365 suite (Outlook, Teams, SharePoint).
  • Active Directory user and group management.
  • Network fundamentals (TCP/IP, DNS, DHCP, VPN).
  • Hardware troubleshooting (PCs, laptops, printers, mobile devices).
  • ITSM/ticketing systems (e.g., ManageEngine, ServiceNow).
  • Basic PowerShell scripting and remote desktop tools (RDP, TeamViewer).