Help Desk Technician cum First Level IT Support

Overview

Key Responsibilities:

• First-Level Support: Provide technical support via phone, email, and in-person for all hardware, software, and network issues.
• Troubleshooting: Diagnose and resolve common user issues related to operating systems, software applications (Windows, macOS, etc.), printing, and connectivity.
• Ticket Management: Log and track all user issues in the help desk ticketing system, ensuring accurate documentation and timely updates.
• Escalation: Identify and escalate unresolved or complex issues to second-level support or senior IT staff.
• Hardware Support: Assist with setting up, installing, and maintaining hardware (computers, printers, mobile devices, etc.), including basic repairs and replacements.
• Software Support: Install, configure, and troubleshoot standard software applications such as Microsoft Office, email clients, and specialized software.
• Networking: Assist users with common network issues, such as VPN connectivity, Wi-Fi, and LAN troubleshooting.
• User Account Management: Create, modify, and delete user accounts, manage access rights, and assist with password resets as needed.
• Customer Service: Provide timely and professional customer service to end-users, ensuring satisfaction with the resolution of their issues.
• Documentation: Maintain clear and concise records of issues, resolutions, and user interactions for future reference and reporting.
• Knowledge Base: Contribute to the development and maintenance of internal knowledge base articles and FAQs to empower users with self-service solutions.
• Software Updates & Patches: Assist in the deployment and updates of software patches and antivirus definitions.
• Hardware Inventory: Assist with managing and tracking IT hardware inventory, including receiving new hardware and returning old equipment.

Qualifications:

• Education: High school diploma or equivalent required. Associate’s degree in Information Technology or related field is a plus.
• Experience: 1-2 years of experience in IT support or help desk roles.
• Technical Skills:
• Basic knowledge of operating systems (Windows, macOS).
• Familiarity with common office software (Microsoft Office, Google Workspace).
• Basic understanding of networking concepts (TCP/IP, VPN, DNS).
• Experience with troubleshooting hardware and peripherals (printers, monitors, etc.).
• Familiarity with help desk software or ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Customer Service Skills: Strong communication skills with a focus on providing excellent service to end-users.
• Problem-Solving: Ability to diagnose and troubleshoot issues efficiently while maintaining a calm and patient demeanor.

Additional Skills (Optional):

• Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
• Basic knowledge of Active Directory and user management.
• Familiarity with ITIL or IT service management best practices.

Working Conditions:

• Full-time position.
• Potential for occasional after-hours or weekend shifts depending on company needs or urgent issues.

Job Type: Full-time

Pay: ₹150.00 - ₹180.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Internet reimbursement
• Life insurance
• Paid sick time
• Provident Fund
• Work from home

Shift:

• Day shift

Work Days:

• Monday to Friday

Work Location: In person

Expected Start Date: 16/03/2025