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The Helpdesk Associate is responsible and accountable for:
路 Provide first-line support to users by diagnosing and resolving technical issues related to Microsoft聽 聽 聽 聽 聽 Windows OS, Microsoft 365, and Apple iOS.
路 Assist remote employees with IT-related queries and troubleshooting via phone, email, or remote聽 聽 聽 聽 聽 聽 聽 support tools.
路 Collaborate with the IT team to document solutions and update knowledge base articles.
路 Perform routine maintenance and updates on user hardware and software.
路 Escalate complex issues to senior IT staff as necessary.
路 Conduct site visits to branch locations for hands-on troubleshooting and support.
路 Ensure timely resolution of support tickets and maintain accurate records of issues and solutions.
路 Stay current with technology trends and developments to provide effective support.
Experience and other requirements:
路 Proven experience in IT support or helpdesk roles, specifically with Microsoft Windows OS, Microsoft聽 聽 聽 365, and Apple iOS.
路 Strong troubleshooting skills with the ability to diagnose and resolve technical issues.
路 Excellent communication skills, both verbal and written.
路 Ability to work independently and as part of a team.
路 Willingness to travel to branch locations as needed.
路 Familiarity with remote support tools and ticketing systems is a plus.
路 Relevant certifications (e.g., CompTIA A+, Microsoft Certified) are preferred.
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