Job Description: IT Help Desk Specialist
Department: Information Technology (IT)
Location: Sheraton
Employment Type: Full-Time
Job SummaryThe IT Help Desk Specialist is responsible for providing technical support to employees across the organization, troubleshooting hardware and software issues, maintaining IT equipment, and ensuring the smooth operation of day-to-day IT services. The role focuses on resolving technical problems efficiently, minimizing downtime, and ensuring employees can perform their duties without technical disruptions.
Key Responsibilities
- Technical Support
- Provide first-line technical support to employees across offices and clinics.
- Troubleshoot hardware, software, operating system, and connectivity issues.
- Support employees with email accounts, Microsoft Office applications, printers, and other business applications.
- Assist with the installation, configuration, and updating of software and computer equipment.
- Resolve technical issues remotely or on-site as required.
- IT Equipment & Asset Management
- Maintain an updated inventory of company laptops, desktops, monitors, printers, and other IT equipment.
- Prepare and configure devices for new employees and ensure proper handover and collection during onboarding and offboarding.
- Monitor equipment condition and coordinate repairs or replacements when necessary.
- Maintain accurate records of IT assets, assignments, and maintenance activities.
- User Accounts & Access Management
- Create, configure, and deactivate user accounts based on approved requests.
- Assist with password resets and access-related issues.
- Ensure access permissions are granted or removed in accordance with company policies and approvals.
- Support employee onboarding and offboarding from an IT access perspective.
- Network & System Support
- Troubleshoot basic network, Wi-Fi, VPN, and internet connectivity issues.
- Support the maintenance of printers, shared devices, and local network equipment.
- Escalate complex network, server, cybersecurity, or infrastructure issues to the IT Manager or relevant technical team.
- Ticketing & Documentation
- Record and track all technical support requests through the designated ticketing system or support log.
- Prioritize incidents based on urgency and business impact.
- Follow up on unresolved tickets until closure.
- Document recurring issues, troubleshooting steps, and solutions to improve service efficiency.
- Security & Compliance
- Follow company IT security policies and procedures.
- Support software updates, antivirus protection, and basic endpoint security practices.
- Report suspicious activities, security incidents, or potential data breaches immediately.
- Ensure company devices and information are handled securely.
- Employee Support & Coordination
- Communicate technical issues and solutions clearly to non-technical employees.
- Coordinate with other departments to resolve IT-related operational problems.
- Provide basic guidance to employees on using company systems and technology.
- Maintain a professional, service-oriented approach when handling employee requests.
Job Requirements
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; relevant practical experience may be considered.
- 1–3 years of experience in IT Help Desk, Technical Support, or a similar role.
- Good knowledge of Windows operating systems and Microsoft Office applications.
- Basic understanding of computer hardware, networking, Wi-Fi, printers, and troubleshooting techniques.
- Familiarity with user account management and IT ticketing systems.
- Basic knowledge of cybersecurity practices and endpoint protection.
- Strong problem-solving and communication skills.
- Good organizational skills and the ability to manage multiple support requests.
- Ability to work effectively with employees across different departments and locations.
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