Hybrid Help Desk Technician presso None

About the Role:

The Help Desk Technician plays a critical role in ensuring the smooth operation of IT systems within the retail trade environment. This position is responsible for providing timely and effective technical support to end-users, resolving hardware, software, and network issues to minimize downtime. The technician will serve as the first point of contact for all IT-related inquiries, troubleshooting problems and escalating complex issues when necessary. By maintaining detailed records of support requests and solutions, the Help Desk Technician contributes to continuous improvement of IT services. Ultimately, this role supports the overall business objectives by enabling employees to work efficiently with reliable technology.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a help desk or technical support role.
• Basic understanding of computer hardware, operating systems, and common software applications.
• Strong problem-solving skills and ability to troubleshoot technical issues.
• Excellent communication skills to interact effectively with users of varying technical knowledge.

Preferred Qualifications:

• Associate degree or certification in Information Technology or related field.
• Experience supporting IT systems in a retail environment.
• Familiarity with ticketing systems and remote support tools.
• Knowledge of network fundamentals including TCP/IP, DNS, and VPN.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional.

Responsibilities:

• Respond promptly to incoming help desk requests via phone, email, or ticketing system.
• Diagnose and resolve technical hardware and software issues for end-users.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Document all support activities and maintain accurate records of issues and resolutions.
• Collaborate with IT team members to escalate and resolve complex technical problems.
• Provide guidance and training to users on basic IT procedures and best practices.
• Monitor and maintain IT inventory and ensure compliance with company policies.

Skills:

The Help Desk Technician utilizes strong technical troubleshooting skills daily to identify and resolve user issues efficiently, ensuring minimal disruption to retail operations. Effective communication skills are essential for explaining technical concepts clearly to non-technical users and providing excellent customer service. Organizational skills are applied to document support cases accurately and manage multiple requests simultaneously. Familiarity with hardware and software enables the technician to perform installations, upgrades, and maintenance tasks confidently. Additionally, collaboration skills are important when working with other IT professionals to escalate and resolve complex problems, contributing to a cohesive and responsive IT support environment.