Summary: The HelpDesk Support Technician provides high-quality technical support, resolves incidents, manages tickets, and contributes to documentation and continuous improvement for a positive support experience. Highlights: 1. Provide high-quality technical support to internal and external users 2. Resolve incidents efficiently and ensure a positive support experience 3. Contribute to documentation and continuous improvement efforts **Role Summary** The HelpDesk Support Technician is responsible for providing high‑quality technical support to internal and external users, resolving incidents efficiently, and ensuring a positive support experience. This role handles L1/L2 troubleshooting, ticket management, onboarding/offboarding tasks, and contributes to documentation and continuous improvement efforts. The technician plays a key role in maintaining operational stability, service quality, and adherence to HelpDesk standards. **Key Responsibilities** **End‑User Technical Support (L1/L2\)** * Provide timely support for hardware, software, OS, and network‑related issues. * Troubleshoot Windows OS, VPN, MFA, email, and business applications. * Resolve incidents through remote or onsite support. * Escalate complex issues to L2/L3, Lead, or IT teams as needed. * Maintain strong customer service and communication throughout the support process. **Ticket Management \& SLA Compliance** * Manage assigned tickets in the HelpDesk system (Jira Service Management or similar). * Ensure accurate ticket categorization, prioritization, and status updates. * Meet or exceed SLA targets for response and resolution. * Document troubleshooting steps, root cause, and resolution clearly. * Avoid overdue tickets through proactive communication and follow‑through. **Onboarding \& Offboarding Support** * Prepare and configure laptops for new hires. * Set up user accounts, access permissions, and required applications. * Support secure offboarding by revoking access and recovering assets. * Ensure all onboarding/offboarding tasks follow IT security and compliance standards. **Asset \& Inventory Management** * Track IT assets including laptops, peripherals, and accessories. * Support allocation, replacement, and recovery of equipment. * Maintain accurate asset records and assist with audits. * Report low inventory levels and coordinate replenishment with procurement. **Software, Access \& Security Administration** * Install and configure business applications and productivity tools. * Support MFA, VPN, endpoint protection, and security tools. * Ensure compliance with IT security policies and data protection standards. * Assist with password resets, access requests, and permission updates. **Documentation \& Knowledge Base** * Maintain accurate documentation of troubleshooting steps and procedures. * Contribute to the knowledge base by creating or updating articles. * Follow SOPs and ensure consistency in documentation quality. * Support continuous improvement of HelpDesk processes. **Collaboration \& Communication** * Communicate proactively with users regarding ticket progress and expectations. * Collaborate with IT, Automation, and Professional Services teams on cross‑functional issues. * Participate in team meetings, training sessions, and operational reviews. * Report recurring issues or risks to the HelpDesk Lead. **Key Skills \& Qualifications** **Technical Skills** * Strong understanding of Windows 11 troubleshooting * Basic networking knowledge (DNS, DHCP, VPN, Wi‑Fi) * Experience with endpoint security tools (antivirus, BitLocker, MFA) * Familiarity with Active Directory and user provisioning * Experience with ticketing systems (Jira, ServiceNow, Zendesk, etc.) **Professional Skills** * Excellent communication and customer service * Strong problem‑solving and analytical skills * Ability to manage multiple priorities in a fast‑paced environment * High attention to detail and documentation discipline * Strong sense of ownership and accountability **Preferred Experience** * 1–3 years in IT support or HelpDesk roles * Experience supporting distributed or global teams * Exposure to ITIL or structured support environments