IT Support Services I – Help Desk

About the role

We are seeking an IT Support Services I – Help Desk professional to provide first‑line technical assistance to employees and clients. The role involves diagnosing, troubleshooting and resolving hardware, software and network issues while delivering excellent customer service.

Key responsibilities

• Respond to technical tickets via phone, email and ticketing system within SLA.
• Diagnose and resolve issues on desktops, laptops, mobile devices and printers.
• Install, configure and update operating systems, applications and hardware.
• Create and manage user accounts, password resets and permission changes in Active Directory.
• Troubleshoot network connectivity, Wi‑Fi, VPN and network printer problems.
• Document solutions and update the knowledge base.
• Monitor IT systems to identify and prevent potential disruptions.
• Collaborate with the IT team and escalate complex cases to senior engineers.
• Support IT projects such as system upgrades, software deployments and network expansions.
• Ensure security policies are followed and maintain compliance with company procedures.

Required profile

• At least 2 years of experience supporting Microsoft networks and Windows environments.
• Strong verbal and written communication skills for internal and external customers.
• Ability to work under pressure, meet deadlines and provide exemplary customer service.
• High school diploma or equivalent; further technical education is a plus.

Required skills

• Microsoft Networks, firewall and network configuration.
• Workstation setup, installation and print management.
• Cloud technology integration.
• Network and endpoint security, TCP/IP protocols.
• Active Directory and Group Policy management.
• PowerShell scripting.
• Microsoft Office (Word, Excel, Outlook).
• Ticketing systems and remote support tools.