HelpDesk Trainee

The Help Desk Trainee will be responsible for providing first-level technical support to end-users, assisting with hardware and software issues, and ensuring timely resolution of IT-related problems. The individual in this role will work closely with the IT support team, gaining valuable on-the-job training and exposure to various IT systems and technologies.

Key Responsibilities:

• Respond to incoming support requests via phone, email, or ticketing system in a professional and timely manner.
• Provide initial diagnosis and troubleshooting for hardware and software issues.
• Assist users with password resets, account creations, and access-related inquiries.
• Collaborate with senior IT support staff to escalate complex issues and follow through to resolution.
• Document and maintain accurate records of support interactions and resolutions.
• Install, configure, and maintain computer hardware, software, and peripheral devices.
• Assist in the deployment and maintenance of IT equipment and systems.
• Conduct end-user training sessions on basic IT tools and applications.
• Stay informed about the latest IT trends, technologies, and best practices.
• Contribute to the development and improvement of internal IT support processes.

Qualifications:

• High school diploma or equivalent; pursuing or completed a degree in IT, Computer Science, or a related field is a plus.
• Basic understanding of computer hardware, software, and operating systems.
• Strong problem-solving and communication skills.
• Customer-focused with a positive and professional attitude.
• Ability to work collaboratively in a team environment.
• Eagerness to learn and adapt to new technologies.
• Prior experience in a customer service role is a plus.