Helpdesk Executive

Job Description

Responsibilities

• First Contact: Serve as the initial point of contact for users requesting technical support via phone, email, and chat.
• Ticket Management: Create, track, and manage service requests in our ticketing system from open to verified closure
• Troubleshooting: Diagnose and resolve technical bugs regarding Windows/macOS operating systems, peripheral equipment, printers, and network connections.
• Account Management: Perform basic administrative tasks including user account provisioning, password resets, and account unlocking.
• User Guidance: Walk non-technical users step-by-step through remote system configurations using clear, simple instructions.
• Escalation: Identify complex issues that require advanced technical expertise and escalate them to Tier 2 or Tier 3 teams according to established guidelines.
• Documentation: Author and update internal knowledge base articles, standard operating procedures (SOPs), and user-facing training guides.

Required Skills and Qualifications

• Education: Associate’s degree or higher in Computer Science, Information Technology, or a closely related technical field.
• Experience: 1–3 years of professional experience working in an IT help desk environment or similar customer support capacity. Willing to train the right candidate. Experience with medical and dental hardware / software is a plus!
• Operating Systems: High proficiency navigating and troubleshooting Microsoft Windows and macOS.
• Software Ecosystems: Experience managing and maintaining cloud productivity platforms such as Microsoft 365 or Google Workspace.
• Network Basics: Clear understanding of core networking concepts, including TCP/IP, DNS, local area networks (LAN), and secure VPN setups.
• Soft Skills: Active listening skills combined with the empathy and resilience needed to support frustrated users during technical downtime.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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