IT Help Desk Junior Specialist

Job Description

KEY ACCOUNTABILITIES:

User Support & Issue Resolution:

• Provide technical support to end-users via phone, email, remote tools, and on-site visits.
• Troubleshoot desktop/laptop issues, software problems, printers, mobile devices, and network connectivity.
• Log all incidents and service requests in the IT Care system with accurate details and timely updates.

Incident & Request Management:

• Monitor and manage assigned tickets to ensure SLA compliance.
• Escalate unresolved or critical issues to the CS Supervisor or higher-level support.
• Follow up with users to ensure issue resolution and satisfaction.

Installation & Setup:

• Install and configure computer hardware, operating systems, software applications, and peripherals.
• Assist with onboarding of new users: workstation setup, account configuration, and IT orientation.

IT Asset Handling:

• Assist in maintaining the inventory of IT equipment and accessories.
• Support the team with asset tagging, documentation, and tracking of hardware movement.

System Monitoring & Maintenance:

• Perform routine checks on systems, patch updates, and antivirus compliance.
• Report any suspicious behavior or security concerns to the Supervisor.

Documentation & Knowledge Base:

• Maintain documentation of known issues and solutions for reference.
• Contribute to the internal IT knowledge base and support process documentation.

Compliance & Communication:

• Follow IT policies, procedures, and security standards.
• Maintain a professional and helpful attitude when supporting users.

SKILLS & COMPETENCIES:

Technical:

• Proficient in Windows OS, Microsoft Office, and basic networking (IP, DNS, DHCP).
• Familiarity with remote support tools (e.g., AnyDesk, TeamViewer, RDP).
• Understanding Active Directory, user account management, and email clients (Outlook).

Behavioral:

• Strong communication and customer service skills.
• Problem-solving mindset and attention to detail.
• Ability to multitask and prioritize under pressure.
• Team player with a willingness to learn and grow.

QUALIFICATIONS & EXPERIENCE:

Education:

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field.

Experience:

• 1 to 3 years of experience in a helpdesk, desktop support, or IT support role.
• Certifications (Preferred):
• CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation.