IT Helpdesk

Salary:
**Position Overview**:
**Responsibilities**:
**Level 1 Support**:

- Conduct onsite and remote troubleshooting through diagnostic techniques and insightful questions.
- Determine optimal solutions based on the issue and details provided by customers.
- Guide customers through the problem-solving process.
- Escalate unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Document events and problems, along with their resolutions, in logs.
- Follow up and update customer status and information.
- Relay customer feedback or suggestions to the appropriate internal team.
- Identify and propose possible improvements to procedures.
- Adhere to and promote the company's core values, processes, policies, and Occupational Health and Safety protocols.

**Inventory Management**:

- Oversee and maintain accurate records of IT hardware and software inventory.
- Collaborate with relevant teams to optimize inventory levels.
- Conduct regular audits to ensure inventory accuracy.

**EDR/XDR Tools**: Monitor and respond to security incidents and threats effectively.

**Active Directory Management**: Create, modify, and manage user accounts, groups, and permissions.

**Office 365 Administration**: Manage user accounts, licenses, and security settings.

**Network Monitoring**: Monitor network performance, troubleshoot connectivity issues, and ensure optimal network operation. Collaborate with network engineers to optimize network infrastructure.

**Documentation**: Maintain accurate and up-to-date documentation of system configurations, processes, and procedures. Create technical documentation and guides as needed.

**Incident Response**: Participate in incident response activities, including identifying, mitigating, and recovering from security incidents. Collaborate with the security team to develop incident response plans.

**Qualifications**:

- Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
- Minimum of 4 years of experience as an IT help desk technician.
- Proficiency in EDR/XDR tools.
- In-depth knowledge of Active Directory management and Windows Server administration.
- Experience with Office 365 administration and cloud-based services.
- Good understanding of network monitoring and troubleshooting.
- Excellent problem-solving and analytical skills.
- Strong communication and collaboration abilities.
- Relevant certifications such as CCNA and CompTIA are a plus.

If this opportunity aligns with your skills and aspirations, please submit your resume today.