Respond to and resolve help desk requests through tickets, email, chat, and phone calls.
Escalate complex issues to senior IT staff when needed.
Set up and deactivate user accounts following IT policies and security standards.
Provide remote support with tools like RDP or TeamViewer.
Troubleshoot and resolve issues with laptops, desktops, printers, networking, and software.
Support employees on Windows, MacOS, and Google Workspace.
Ensure security by following access controls and IT best practices.
Document fixes and maintain accurate records in the helpdesk system.
Meet SLAs by resolving tickets quickly and effectively while minimizing downtime.

1–2 years of IT/help desk support experience (or strong technical aptitude with a customer service background).
Familiarity with Windows and macOS, Microsoft Office, and Google Workspace.
Basic understanding of networking (Wi-Fi, DNS, VPN, etc.).
Experience with remote support tools like RDP, TeamViewer, or similar.
Strong problem-solving and communication skills.
IT certifications (CompTIA A+, Net+, Sec+) are a plus.

IT Support Technician

Key skills