Provide professional and courteous support to clients via phone, email, and remote tools.
Accurately create and update service tickets with all required details.
Perform basic troubleshooting, including rebooting devices, identifying and isolating issues, and conducting initial research for problem resolution.
Reset user passwords (local and domain environments).
Install and configure software such as Microsoft Office, QuickBooks, printer drivers, Adobe Reader, and similar applications.
Configure and support email clients (e.g., Outlook, Apple Mail).
Provide remote support by securely accessing client systems when necessary.
Document solutions and contribute to knowledge base (KB) articles.
Follow established processes, procedures, and documentation standards.
Escalate unresolved or complex issues to Tier 2 support as needed.
Collaborate with team members to resolve client issues efficiently.

Strong verbal and written communication skills
Ability to work both independently and as part of a team
Effective time management and task prioritization skills
Ability to follow written and verbal instructions accurately
Strong documentation and organizational skills
Basic knowledge of Windows and macOS operating systems and common business applications and tools
Familiarity with ticketing systems and remote support tools is a plus.
Previous experience in a help desk, IT support, or MSP environment is nice to have.
Basic understanding of networking concepts is nice to have.
Experience supporting small
to medium-sized business environments is nice to have.

Helpdesk Technician

Key skills