Helpdesk Technician

About the role

The Helpdesk Technician is the first point of contact for all internal IT support requests. You will provide prompt, courteous assistance to keep staff productive, handling hardware, software and connectivity issues in a fast‑paced environment.

Key responsibilities

• Receive and log support tickets via phone, email and ticketing system.
• Diagnose and resolve hardware, software and network problems for end‑users.
• Configure and maintain workstations, laptops, mobile devices and peripherals.
• Manage user accounts, password resets and access provisioning in Microsoft 365 and Entra ID.
• Assist with onboarding and off‑boarding, including device setup and account configuration.
• Escalate complex issues with clear documentation to senior IT staff.
• Contribute to knowledge‑base articles and standard operating procedures.
• Support rollout and maintenance of IT equipment and software.
• Perform basic network troubleshooting, including printers and shared drives.

Required profile

• Early‑career professional with up to 1 year of helpdesk or IT support experience, or equivalent demonstrated ability.
• Strong customer‑service orientation and ability to stay calm under pressure.
• Excellent communication skills, able to explain technical concepts to non‑technical users.

Required skills

• Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Windows 10/11 desktop support.
• Microsoft Entra ID (Azure AD) for user and device management.
• Basic networking concepts (DNS, DHCP, TCP/IP, VPN).
• Experience with helpdesk ticketing systems (e.g., Atera, ConnectWise, ServiceNow).
• Familiarity with Microsoft Intune or other endpoint management tools (desirable).
• Awareness of Microsoft Defender or similar security platforms (desirable).