IT Helpdesk

Job Description

We are looking for a motivated and customer-focused IT Helpdesk / IT Support Specialist to join our IT team. The successful candidate will provide first-level technical support to employees, troubleshoot hardware and software issues, manage support requests, and ensure users receive timely and professional assistance.

This role requires someone with good technical fundamentals, strong problem-solving skills, and the ability to communicate effectively in spoken and written English. The candidate must also be comfortable working during US business hours and supporting users across different time zones.

Key Responsibilities

• Provide first-level IT support to employees via phone, email, chat, and ticketing systems.

• Troubleshoot and resolve common hardware, software, network, and user-access issues.

• Install, configure, and maintain computers, laptops, printers, and other IT equipment.

• Assist users with Windows, Microsoft 365, email, VPN, Wi-Fi, and other business applications.

• Create, update, prioritize, and close IT support tickets according to company procedures.

• Assist with user account management, password resets, and access-related issues.

• Escalate complex technical issues to Level 2/Level 3 support when required.

• Follow up with users to ensure issues are properly resolved.

• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.

• Assist with onboarding and offboarding employees, including IT equipment and account setup.

• Follow IT security policies and best practices.

• Monitor recurring technical issues and report trends to the IT team.

• Perform other IT support duties as assigned.

Job Specification

Education

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

• Relevant IT certifications or practical experience will also be considered.

Experience

• 1–2 years of experience in IT Helpdesk, IT Support, Desktop Support, Technical Support, or a similar role.

• Experience providing technical support to end users is preferred.

• Experience with a ticketing/helpdesk system is an advantage.

Technical Skills

The candidate should have basic to intermediate knowledge of:

• Windows operating systems

• Microsoft 365 / Microsoft Office

• Basic networking concepts: TCP/IP, DNS, DHCP, Wi-Fi, VPN

• PC/laptop hardware and troubleshooting

• Printers and common peripherals

• User account and password management

• Basic Active Directory or Microsoft Entra ID knowledge is an advantage

• Remote desktop/support tools

• IT ticketing/helpdesk systems

• Basic IT security and troubleshooting practices

Communication Skills

• Good spoken and written English is required.

• Able to communicate clearly and professionally with US-based users.

• Comfortable communicating with users by phone, email, chat, and video call.

• Able to explain technical issues in simple, easy-to-understand language.

• Good listening and customer-service skills.