The Enterprise Helpdesk Technician will be responsible for providing support and assistance to end-users within the organization.

This role involves troubleshooting hardware and software issues, managing user accounts, and ensuring the smooth operation of IT systems.

Primary Roles and Responsibilities :

- Provide first-level technical support to end-users via phone, email, and in-person.

- Diagnose and resolve hardware, software, and network issues.

- Manage user accounts, permissions, and access rights.

- Install, configure, and maintain computer systems and applications.

- Document and track support requests and resolutions using a ticketing system.

- Collaborate with other IT team members to resolve complex issues.

- Assist in the development and implementation of IT policies and procedures.

- Conduct training sessions for end-users on various software and hardware topics.

- Stay updated with the latest technology trends and advancements.

Qualifications :

- Bachelor's degree in information technology, Computer Science, or a related field.

- Proven prior experience in a helpdesk or technical support role.

- Strong knowledge of Windows and Mac operating systems.

- Familiarity with network protocols, hardware, and software troubleshooting.

- Strong knowledge and experience working with ServiceNow.

- Familiarly with NICE ACD software.

- Excellent problem-solving and communication skills.

- Ability to work independently and as part of a team.

- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.