Helpdesk Support Engineer

Helpdesk Support Engineer

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
• 1-3 years of experience in a helpdesk or technical support role.
• Experience supporting the Microsoft Office environment (including Office 365), Zoom, and Slack is highly preferred.
• Familiarity with Windows and/or macOS environments, Office 365, Zoom, Slack, Intune and iOS, basic networking concepts, and common IT support tools.
• Knowledge of ticketing systems (e.g., ServiceNow, JIRA) is advantageous.
• Strong communication skills, customer service orientation, patience, and ability to work under pressure.
• Strong analytical and problem-solving abilities.
• Flexibility to work in shifts or be on-call for emergency support, as needed.

Responsibilities

• Provide first-level support to users experiencing issues with software, hardware, network connectivity, and IT systems, with a particular focus on the Microsoft Office environment (including Office 365).
• Troubleshoot and resolve incidents via phone, email, or in-person, logging all actions in the helpdesk ticketing system.
• Diagnose technical problems, resolve incidents, and escalate issues when necessary.
• Perform root cause analysis and apply solutions to prevent future occurrences.
• Handle user access requests, password resets, and permissions within various IT systems, following security protocols to ensure data integrity.
• Assist with the installation, configuration, and maintenance of computers, software applications (including Zoom and Slack for collaboration), printers, and other peripherals.
• Coordinate hardware replacement or repair as needed.
• Maintain detailed records of support requests, actions taken, and final outcomes.
• Update and maintain user guides, FAQs, and knowledge base documentation for common technical issues.
• Identify and address potential technical issues before they impact users, perform routine maintenance on IT systems, and monitor IT infrastructure health.
• Foster positive relationships with end-users, maintain a friendly and professional demeanor, and strive to provide the highest level of service satisfaction.
• Work with other IT support teams and departments to resolve complex technical issues and provide feedback on potential areas of improvement in systems or processes.

Preferred Qualifications

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.
• Experience supporting the Microsoft Office environment (including Office 365), Zoom, and Slack is highly preferred.