Job Description

We are seeking a customer-focused and detail-oriented Help Desk Technician to join our growing IT team. The ideal candidate will be our main contact for technical support, assisting employees with hardware, software, network, and enterprise application issues. This role requires strong troubleshooting skills, excellent communication, and a proactive attitude to ensure prompt and efficient issue resolution.

PRIMARY RESPONSIBILITIES:

Technical Support: Provide first-level support for all IT-related issues, including desktops, laptops, printers, phones, and mobile devices. Ticket Management: Respond to and resolve IT service requests in a timely manner using our ticketing system, documenting all interactions and solutions. Troubleshooting: Diagnose and resolve hardware, software, network connectivity, and enterprise application issues. Escalate complex problems to higher-level support teams as necessary. Enterprise Applications: Assist with troubleshooting and resolving issues related to key enterprise applications, such as ERP, CRM, inventory management, and other business-critical tools. Coordinate with application vendors when required. Onboarding/Offboarding: Set up and configure workstations, user accounts, and required software for new employees. Ensure deactivation and recovery of equipment during offboarding. Maintenance: Perform routine hardware and software maintenance, including updates, patches, and backups. Training & Guidance: Assist employees in understanding and effectively using IT systems, tools, and enterprise applications. Inventory Management: Track IT equipment inventory and maintain organized records of hardware and software assets. Documentation: Maintain and update IT documentation, including FAQs, user guides, troubleshooting procedures, work instructions and application-specific guides. Compliance: Ensure all IT practices comply with company policies and security protocols. Requirements JOB REQUIREMENTS / QUALIFICATIONS: Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (preferred but not required) Experience: 1-3 years of experience in a help desk or technical support role. Hands-on experience troubleshooting enterprise applications (e.g., ERP, CRM, or proprietary business software). Technical Skills: Proficient with Windows operating systems. Familiarity with Active Directory, E365, and other enterprise tools. Basic understanding of networking principles (DNS, DHCP, VPN). Experience with application support and working with vendors for issue resolution. (Adobe, Office, etc.) Soft Skills: Strong problem-solving and multitasking abilities. Excellent verbal and written communication skills. Patience and a customer-service-oriented approach. Certifications: CompTIA A+, ITIL, or similar certifications are a plus. PharmaLink

Job Tags

Similar Jobs