onsite
Help Desk Specialist - Innovative Tech Solutions
Software Engineer
Provide frontline IT support, diagnosing and resolving user issues across hardware, software, and network environments using ticketing systems and Windows platforms.
About the role
Key Responsibilities
- Respond to user requests via phone, email, and chat, diagnosing and resolving hardware, software, and network issues.
- Document, track, and monitor incidents in the ticketing system to ensure timely resolution.
- Escalate complex problems to senior engineers while maintaining clear communication with stakeholders.
- Maintain and update knowledge base articles and support documentation.
- Assist in the day‑to‑day operations of the help desk, including shift scheduling and performance monitoring.
Requirements
- Bachelor’s degree in Business, Information Technology, Engineering, Computer Science, or Systems Engineering, or equivalent experience.
- Minimum of one year of hands‑on help desk or technical support experience.
- Strong troubleshooting skills with Windows operating systems and basic networking concepts.
- Proficiency with ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Excellent communication and customer‑service skills.