IT Helpdesk Support (GCC)

About the Company

Responsibilities

• ● Act as the initial point of contact for all computer and system related concerns from users, answering queries via phone, email, or helpdesk tickets.
• ● Maintain a high degree of customer service and adhere to all service management principles.
• ● Take ownership of end user problems and be proactive in finding resolutions.
• ● Assist in resolving hardware/software issues for end users.
• ● Coordinate with vendors to resolve technical issues with desktops and software.
• ● Train and guide staff on hardware and software usage if necessary.
• ● Assist management in creating training materials pertaining to computer troubleshooting and usage.
• ● Provide L1 level of support for end users.
• ● Assist in technical upgrading and maintaining desktop systems.
• ● Manage all equipment and perform periodic inventories as required.
• ● Troubleshoot mobile devices and configure new devices.
• ● Install and configure computer systems and applications within the company.
• ● Ability to deploy images for laptops.
• ● Coordinate application updates with Fulcrum I.T. staff.
• ● Required to support in EST timezone.

Requirements

• ● Computer Science Degree, 3-4 years of job experience, including helpdesk or ticketing system experience like Service Now, ServiceDesk, Jira etc.
• ● Microsoft and relevant technical certifications and education desirable.
• ● Strong working knowledge of Microsoft based operating systems, including troubleshooting Microsoft Office and Outlook within a network environment.
• ● Experience handling remote VPN access technology, two-factor authentication and troubleshooting.
• ● Experience working with networked and desktop printers, including installing, troubleshooting, and servicing.
• ● Extensive experience working with different operating systems including Windows and Mac OS.
• ● Mobile devices including iPhone and Android messaging services and troubleshooting.
• ● Knowledgeable with desktop applications and client services on cloud, mobile, traditional desktop configurations, and desktop virtualization technologies, including Citrix and VMware.
• ● Ability to work independently with a keen attention to detail.
• ● Proven analytical and problem-solving abilities.
• ● Ability to effectively prioritize and execute tasks in a high-pressure environment.
• ● Strong written, oral, and interpersonal communication skills.
• ● Ability to present ideas in business-friendly and user-friendly language.
• ● Highly self-motivated and directed.
• ● Team-oriented and the ability to effectively work with a collaborative environment.