Job Title: Help Desk and Training Specialist
Job Summary:
As a Help Desk and Training Specialist, you will be responsible for providing technical support, troubleshooting, and training to end-users on various hardware, software, and network-related issues. You will ensure efficient resolution of IT problems, enhance user experience, and contribute to the continuous improvement of IT systems and processes.
Responsibilities and Duties:
1. Provide timely and accurate technical support to end-users via phone, email, or in person.
2. Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for end-users.
3. Monitor and respond to help desk tickets, ensuring they are resolved within specified SLAs.
4. Escalate complex issues to appropriate teams or senior staff for further resolution.
5. Develop user training materials, manuals, and documentation for hardware, software, and network systems.
6. Conduct training sessions to educate end-users on how to effectively utilize IT systems and applications.
7. Collaborate with internal teams to identify recurring issues and propose long-term solutions.
8. Stay up-to-date with emerging technologies, trends, and best practices in IT support and training.
9. Maintain accurate records of support and training activities in ticketing systems or knowledge bases.
10. Assist in the deployment and maintenance of hardware, software, and network infrastructure.
11. Provide excellent customer service and ensure high user satisfaction through effective communication.
12. Participate in team meetings and contribute to the overall improvement of IT operations.
13. Train new employees on IT systems and processes during onboarding.
14. Evaluate and recommend IT tools, software, and applications to enhance support and training efficiency.
15. Collaborate with vendors and third-party service providers for issue resolution and system upgrades.
Qualifications and Skills:
1. Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
2. Proven work experience as a Help Desk or Technical Support Specialist.
3. Solid understanding of computer hardware, software, and network troubleshooting.
4. Proficient in Microsoft Office Suite and various operating system environments.
5. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
6. Strong problem-solving and analytical thinking skills.
7. Ability to work independently and as part of a team.
8. Prior experience in developing training materials and conducting training sessions.
9. Familiarity with help desk ticketing systems (e.g., ServiceNow, Zendesk) is a plus.
10. Industry certifications like CompTIA A+, ITIL, or Microsoft Certified Professional (MCP) are advantageous.
11. Strong organizational and time management skills.
12. Detail-oriented with a commitment to delivering high-quality support and training.
13. Ability to thrive in a fast-paced environment and handle multiple priorities simultaneously.
14. Willingness to stay updated with the latest technology trends and advancements.
15. Positive attitude, patience, and willingness to assist end-users of varying technical knowledge.
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