Qualifications
- Bachelor’s degree in Computer Science or related field
- Experience working in a helpdesk or technical support environment 0-3 years
- Strong knowledge of computer hardware, software, and networking
- Excellent communication and interpersonal skills
- Knowledge of cloud-based services and solutions (e.g. Google Workspace)
- Familiarity with network protocols and topologies
- Ability to prioritize and manage multiple tasks simultaneously
- Ability to work collaboratively with cross-functional teams
Responsibilities
- Responding to user inquiries and requests in a timely and professional manner
- Diagnosing and troubleshooting technical issues with computer systems, hardware, software, and networking
- Escalating more complex issues to appropriate technical staff for resolution
- Maintaining accurate records of all user interactions and technical issues.
- Communicating effectively with end-users to understand their needs and provide appropriate solutions
- Adhering to established service level agreements (SLAs) for response times and issue resolution
- Participating in the development and implementation of IT policies, procedures, and guidelines
- Staying up-to-date with new technologies and industry trends to improve technical skills and knowledge
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