Graduate Helpdesk Support Technician

Position Summary

As a Graduate Helpdesk Support Technician, you will play a pivotal role in ensuring the smooth operation  of our company's IT systems and providing exceptional technical support to our internal employees.  This entry-level position is designed for individuals with a strong passion for technology, excellent  problem-solving skills, and the eagerness to learn and grow in the IT field.

Key Responsibilities

1. Technical Support: 

• Provide first-line technical support to internal employees via phone, email, and in-person.
• Assist with troubleshooting and resolving hardware, software, and network-related issues.
• Walk users through the steps to resolve common technical problems.

2. Ticket Management: 

• Open, track, and prioritize IT support tickets in a timely manner. 
• Document support requests, solutions, and resolutions in the ticketing system. 
• Ensure proper escalation of complex issues to senior IT staff as needed.

3. Desktop Support: 

• Assist with the setup, configuration, and maintenance of desktops, laptops, and mobile  devices. 
• Install, update, and troubleshoot operating systems and software applications.

4. Network Support: 

• Assist in the configuration and troubleshooting of network connectivity issues. 
• Support users in setting up and connecting to wireless and wired networks.

5. User Training: 

• Provide basic IT training to end-users, helping them become more proficient with common  software applications and tools.

6. Documentation: 

• Contribute to the creation and maintenance of IT documentation, including user guides and  knowledge base articles.

7. Hardware Inventory Management: 

• Assist in maintaining an up-to-date inventory of IT hardware and peripherals. 
• Coordinate the distribution and collection of IT equipment.

Qualifications

• A bachelor's degree in IT is preferred
• Basic knowledge of computer hardware, operating systems (Windows and/or macOS), and  common software applications. 
• Strong communication and interpersonal skills. 
• Eagerness to learn and stay up to date with technology trends. 
• Ability to work effectively in a team and independently. 
• Excellent problem-solving and critical-thinking skills. 
• Attention to detail and the ability to follow instructions.