IT Helpdesk Officer

About the role

The IT Helpdesk Officer provides first‑line technical support to ensure smooth business operations. Acting as the main point of contact for hardware, software and network issues, the role focuses on rapid resolution and high user satisfaction.

Key responsibilities

• Diagnose and troubleshoot hardware, software and network problems remotely or on‑site.
• Deliver high‑quality customer service and maintain the organization’s technical reputation.
• Monitor and maintain computers, printers, scanners and other peripherals.
• Record support requests in the ticketing system and create knowledge‑base articles.
• Train and onboard employees on new technologies and software.
• Escalate complex issues to higher‑level support teams.
• Log, prioritize, track and route tickets to the appropriate teams.
• Set up, repair, deploy and maintain computers, peripherals and software.
• Clear IT obstacles so employees can perform daily tasks effectively.
• Resolve technical issues via phone, email or in‑person.
• Perform any additional tasks requested by the manager.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 3 years of experience in helpdesk, customer support or entry‑level IT roles.
• Strong communication, analytical thinking and root‑cause analysis abilities.
• Ability to prioritize multiple tickets and manage competing issues efficiently.

Required skills

• Desktop, laptop, printer and mobile device troubleshooting.
• Office 365 and Google Workspace administration.
• Experience with antivirus and endpoint protection solutions.
• Proficiency with remote support tools and ticketing systems.
• Creation and maintenance of knowledge‑base articles.