Help Desk Support

Job Discretion :
Supports the Information Technology Division by assisting professional staff in providing first-level technical support and troubleshooting for end users. Performs administrative and technical tasks to ensure timely resolution of service requests, maintain system accessibility, and uphold agency standards for IT operation

The Help Desk Aide serves as the initial point of contact for users experiencing technical issues. This role involves diagnosing and resolving basic hardware, software, and connectivity problems, escalating complex issues to appropriate IT personnel, and maintaining accurate documentation of service requests. The position is designed for individuals with foundational IT knowledge and strong customer service skills, offering a developmental pathway toward advanced technical support or systems administration roles
Key Responsibilities and areas:

• Respond to user inquiries via phone, email, or ticketing system, providing timely and courteous assistance.
• Troubleshoot and resolve common issues related to hardware, software, and network connectivity.
• Escalate unresolved or complex problems to higher-level IT staff, ensuring proper follow-up and resolution.
• Maintain accurate records of service requests, actions taken, and outcomes in the help desk system.
• Assist with account management tasks such as password resets and access permissions in accordance with security protocols.
• Provide guidance to users on basic system operations and best practices to prevent recurring issues.
• Support deployment of software updates and patches under supervision of IT personnel.

Ideal Candidate:
The ideal candidate is customer-focused, detail-oriented, and possesses strong communication skills. A foundational understanding of IT systems, troubleshooting techniques, and help desk operations is preferred. Familiarity with ticketing systems and basic cybersecurity principles is a plus. This role offers hands-on experience in IT support and an opportunity to develop technical and problem-solving skills essential for career advancement in information technology.