Role Overview

Job Title Technician, Helpdesk
Education Requirement Graduate of Information Technology or any related course
Point of Contact & Customer Service
Serve as the single point of contact for both on-site and remote users regarding problems and inquiries.
Act as the first line of defense for all technical incidents and service requests.
Ensure strict compliance with all policies and procedures associated with IT, Facilities, and the Helpdesk.
Provide timely assistance and first-level support across various departments to ensure quick issue resolution.
Translate complex technical jargon and concepts into clear, non-technical language for end-users.
Maintain solid customer service standards and demonstrate strong interpersonal communication skills.
Technical Support
Deliver broad first-level support for PCs, desktop hardware, software, and Ethernet networking technologies.
Provide extensive troubleshooting and support for both networked and stand-alone printers.
Troubleshoot basic network connectivity, TCP/IP, IP networking, and general mobile device issues (smartphones/tablets).
Serve as the Single Point of Contact (SPOC) between end-users and tier-2/3 resolution groups (IT, Facilities, and other technical teams).
Monitor system alerts and alarms using enterprise tools such as SolarWinds Orion.
Execute and manage Global OPSCON escalation protocols in the event of site or center outages.
Internal Connections & Partnership
Display advanced interpersonal communication skills to collaborate effectively with both technical and non-technical personnel across all organizational levels.
Build and maintain excellent working relationships with internal teams to ensure service desk delivery meets customer needs.
Client Support
Respond promptly to client inquiries and provide step-by-step guidance to resolve hardware, software, and operational questions or problems.
Monitoring, Tracking & Administration
Log all incoming helpdesk calls and email requests into the ticketing system.
Maintain and manage service tickets within appropriate work queues, ensuring completion within established SLAs with high accuracy and efficiency.
Perform other duties and tasks as assigned.
Information Technology Strong foundation in PC and peripheral hardware, working knowledge of Microsoft Windows OS, desktop application software, and basic networking components.
Problem Solving Ability to identify root causes, evaluate potential solutions, and actively resolve issues using standard troubleshooting techniques.
Analytical & Logical Thinking Ability to collect, compare, and assess data from multiple sources to approach issues in a structured, methodical manner.
Documentation & Reporting Ability to collect, compile, organize, and store relevant IT data and reports in both printed and electronic formats.
Communication Strong clear-cut verbal and written communication skills to convey technical information effectively across various channels.

SUPPORT TECHNICIAN, SERVICE DESK