Job Summary
We are looking for an experienced IT Help Desk Officer to provide first-line technical support to end users, troubleshoot hardware and software issues, and ensure timely resolution of IT incidents and service requests. The ideal candidate should have strong communication skills, hands-on troubleshooting experience, and knowledge of IT service management practices.
Key Responsibilities
Provide first-level IT support to employees via phone, email, ticketing system, and in-person.
Diagnose and resolve hardware, software, network, and system-related issues.
Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.
Support Windows operating systems, Microsoft Office 365, Outlook, Teams, and other business applications.
Create, update, prioritize, and close incidents and service requests through the IT Service Desk/ticketing system.
Troubleshoot user account, password, access, and permissions-related issues.
Assist with Active Directory / Microsoft Entra ID user administration and account management.
Support basic LAN/Wi-Fi, VPN, DNS, DHCP, and connectivity troubleshooting.
Escalate complex technical issues to the appropriate infrastructure, network, security, or application teams.
Maintain accurate records of incidents, resolutions, IT assets, and user requests.
Assist with onboarding and offboarding of employees, including workstation and access setup.
Perform software installations, updates, patches, and basic system maintenance.
Follow IT security policies and assist users with security-related issues such as phishing, malware alerts, and password security.
Prepare and maintain basic IT support documentation, FAQs, and knowledge-base articles.
Monitor recurring incidents and recommend improvements to reduce repeated service desk issues.
Ensure incidents are resolved within agreed SLA timelines.
Required Skills & Qualifications
Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
3–5 years of experience in IT Help Desk, Service Desk, Desktop Support, or IT Support.
Strong knowledge of Windows 10/11 and Microsoft Office 365.
Hands-on experience with Active Directory / Entra ID.
Basic knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, LAN and Wi-Fi.
Experience with IT ticketing/service management tools such as ServiceNow, Jira Service Management, or similar.
Good troubleshooting and problem-solving abilities.
Strong communication and customer-service skills.
Ability to manage multiple incidents and prioritize tasks effectively.
Knowledge of ITIL practices is preferred.
IT certifications such as CompTIA A+, Network+, Microsoft certifications, or ITIL are an advantage.
