The Junior Support Helpdesk role is an entry-level position within the IT department, focused on providing technical support and assistance to end users. As a Junior Support Helpdesk professional, your primary responsibility is to respond to user inquiries, troubleshoot technical issues, and ensure the smooth operation of computer systems, software applications, and hardware devices and should also have basic programming skills.
Key Responsibilities:
- Coordinate and schedule appointments or visits to broker offices to resolve complex or critical issues that require on-site assistance.
- Serve as the main point of contact for clients and brokers, providing timely and professional support via phone, email, or in-person interactions.
- Provide timely and accurate technical assistance and troubleshooting for computer systems, software applications, and hardware devices.
- Identify, diagnose, and resolve common hardware and software issues, such as network connectivity problems, printer malfunctions, and software configuration errors.
- Document all support interactions, including issue details, troubleshooting steps, and resolutions, in the ticketing system or knowledge base for future reference.
- Assist in the setup, configuration, and deployment of new hardware and software, including computer systems, peripherals, and software applications.
- Conduct user training and guide basic software and hardware usage to enhance end-user productivity.
Qualifications and Skills:
- High school diploma or equivalent; additional technical certifications or relevant college degrees are a plus.
- Basic understanding of computer hardware, operating systems (e.g., Windows, macOS), and software applications.
- Familiarity with common productivity software suites (e.g., Microsoft Office, G Suite).
- Strong problem-solving and analytical skills to diagnose and resolve technical issues effectively.
- Familiarity with basic programming languages, such as Python, Java, or PowerShell
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and collaboratively in a team-oriented environment.
- Willingness to learn and adapt to new technologies and processes.
- Experience in application maintenance, uploading data, and performing programming tasks.