IT Help Desk Support Executive

Responsibilities : - Serve as the primary point of contact for IT support requests via phone, email, and ticketing system. - Log, categorize, and prioritize incoming support tickets, ensuring timely and accurate resolution. - Provide first-level troubleshooting and resolution for hardware, software, network, and application issues. - Install, configure, and troubleshoot desktop/laptop computers, printers, peripherals, and mobile devices. - Provide support for operating systems (Windows, macOS, Linux), productivity applications (Microsoft Office Suite, etc.), and other business-critical software. - Manage user accounts and access permissions in Active Directory or other directory services. - Troubleshoot basic network connectivity issues, including Wi-Fi, LAN, and VPN. - Assist with network printer setup and troubleshooting. - Escalate complex network issues to network administrators. - Provide support for company-specific applications and software. - Assist users with application installations, configurations, and usage. - Document common application issues and resolutions in the knowledge base. - Develop and maintain user documentation and knowledge base articles. - Provide training to users on IT systems and applications. - Create and maintain IT inventory and asset management records. - Monitor and manage the IT help desk ticketing system, ensuring timely resolution of tickets. - Generate reports on help desk performance metrics, including ticket volume, resolution time, and customer satisfaction. - Identify recurring issues and recommend solutions to improve service quality. - Adhere to company IT security policies and procedures. - Assist with security audits and compliance checks. - Report any security incidents or potential threats. - Provide remote support to users using remote desktop tools. - Troubleshoot and resolve issues remotely, minimizing downtime. - Collaborate with other IT team members to resolve complex issues. - Communicate effectively with users, providing clear and concise information. - Maintain a positive and professional attitude. Required Skills and Experience : - Proficiency in troubleshooting hardware, software, and network issues. - Strong knowledge of Windows, macOS, and Linux operating systems. - Experience with Active Directory and user account management. - Familiarity with remote support tools (TeamViewer, Remote Desktop). - Basic understanding of networking concepts (TCP/IP, DNS, DHCP). - Experience with ticketing systems (ServiceNow, Jira Service Desk). - Excellent communication and interpersonal skills. - Ability to explain technical concepts to non-technical users. - Strong problem-solving and analytical skills. - Patience and empathy when dealing with user issues. - Strong organizational and time-management skills. - Ability to work independently and as part of a team. - Strong attention to detail. - Proactive and self-motivated. - 3-8 years of experience in an IT help desk or technical support role. - Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). (ref:hirist.tech)

Location: hyderabad, IN

Posted Date: 4/19/2025