Help Desk IT Support Technician

About the role

We are seeking a reliable, client‑focused Help Desk IT Support Technician to deliver first‑line technical assistance to internal users. The role involves troubleshooting hardware and software problems, handling support tickets and ensuring minimal disruption to daily operations.

Key responsibilities

• Respond promptly to user queries via ticketing system, email or phone.
• Diagnose and resolve issues related to hardware, software, networks and applications.
• Install, configure and maintain desktops, laptops, printers and other office equipment.
• Manage user accounts, permissions and system access in Active Directory and related systems.
• Escalate unresolved problems to appropriate technical teams.
• Document incidents, solutions and updates in the help‑desk system.
• Support remote users and ensure secure connectivity (VPN, Remote Desktop).
• Maintain IT inventory and track assets.
• Contribute to improving internal IT processes and support documentation.

Required profile

• Proven experience in a Help Desk or IT Support role.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft Office 365, network troubleshooting and ticketing systems.
• Good understanding of IT security principles and user access controls.
• Excellent communication, problem‑solving and customer‑service skills.
• Ability to prioritize tasks and work independently in a fast‑paced environment.
• Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft) are a plus.

Required skills

• Windows OS
• macOS
• Microsoft Office 365
• Active Directory
• VPN and Remote Desktop connectivity
• Network troubleshooting
• Ticketing system usage
• Hardware troubleshooting