Help Desk Technician

Required certification in Comptia A+ and Fortinet Fundamentals in Cyber Security Helpdesk technicians are responsible for providing clients with technical assistance and support for computer systems, hardware, or software. They should respond to queries, runs diagnostic tools, isolate problems, and determine and implement solutions.

• Serve as the first point of contact for clients seeking technical assistance
• Provide technical assistance and support to clients for issues related to computer systems,

software, and hardware

• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Respond to email messages for clients seeking help
• Walk clients through the problem-solving process
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and

other systems

• Record events and problems and their resolution in logs
• Follow up with clients to ensure the issue has been resolved and provide further information if

necessary

• Run reports to determine malfunctions that continue to occur
• Direct unresolved issues to the next level of support personnel
• Install computers and computer peripherals for clients
• Maintain daily performance of computer systems
• Install, modify, and repair computer hardware and software
• Gain feedback from clients about computers and IT Systems usage
• Provide accurate information on IT products or services
• Pass on any feedback or suggestions by clients to the appropriate internal team
• Identify and suggest possible improvements to procedures

KNOWLEDGE/SKILLS

• Proven experience as a help desk technician or other customer support role
• Tech-savvy with working knowledge of office automation products, databases, and remote

control

• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve fundamental technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered