Junior Helpdesk Technician

The Junior Helpdesk Technician is responsible for providing first-level technical support to employees, ensuring efficient resolution of hardware, software, and network issues. This entry-level role is ideal for individuals eager to develop their IT skills while delivering excellent customer service. The Junior Helpdesk Technician will document issues, escalate complex problems, and assist with IT operations to maintain a smooth technology experience for all employees.

Key Responsibilities
• Provide first-level technical support to employees via phone, email, chat, or in person. • Diagnose and troubleshoot hardware, software, and network issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Assist with account management tasks, including password resets and access permissions.
• Document and track issues in the IT ticketing system, ensuring timely resolution.
• Follow up with users to confirm issue resolution and maintain a high level of customer satisfaction.
• Assist in the onboarding and offboarding of both employees and IT equipment. employees by setting up and decommissioning IT equipment.
• Work closely with senior IT staff to escalate and resolve complex technical problems.
• Keep IT documentation up to date and contribute to knowledge base articles.
• Support basic cybersecurity best practices, ensuring compliance with company policies.
• Perform other related duties as assigned.

Skills & Specifications
• Strong problem-solving skills and a customer-first mindset.
• Excellent verbal and written communication skills.
• Basic understanding of Windows operating systems.
• Familiarity with Microsoft Office 365 and common business applications.
• Knowledge of basic networking concepts (e.g., IP addresses, DNS, Wi-Fi troubleshooting).
• Ability to work independently and as part of a team.
• Eagerness to learn and adapt to new technologies.

Education & Qualifications
• Associate degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Prior experience in a helpdesk or IT support role (internship or part-time experience counts).
• Basic understanding of Active Directory and user account management (preferred).
• Familiarity with remote desktop tools and IT ticketing systems (preferred).
• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications (a plus).

Work Environment

• Office-based role with occasional remote support responsibilities.
• Some lifting and moving of IT equipment may be required.
• Rotational on-call or after-hours support may be needed.