Helpdesk Support

Job Summary:
The Helpdesk Support I role is responsible for providing first-level technical support and customer service to all computer users within the organization. This position handles incoming support calls, emails, and service requests; troubleshoots and resolves basic technical issues; escalates complex problems to appropriate IT staff; and ensures timely follow-up and resolution. The role also includes maintaining system availability, data integrity, and asset management records while delivering exceptional customer service and clear communication across all levels of the organization.

Key Responsibilities:

• Respond to and log all Helpdesk calls, emails, and service requests in the incident management system.
• Troubleshoot and resolve common technical issues remotely or in person.
• Escalate unresolved issues to appropriate IT personnel and track progress to resolution.
• Maintain accurate records of user interactions, assets, and problem resolutions.
• Monitor Helpdesk queues and ensure prompt, professional responses.
• Assist with routine maintenance, software updates, and hardware changes.
• Promote superior customer service through effective communication and problem-solving.

Qualifications:

• Minimum of 2 years of experience in Helpdesk, PC support, networking, or computer operations.
• Strong technical, analytical, and organizational skills.
• Excellent verbal and written communication abilities.
• Proven customer service skills with the ability to manage multiple tasks under pressure.
• Professional, empathetic, and team-oriented attitude.

Core Values:
Demonstrates commitment to service excellence, teamwork, accountability, and respect in all interactions.