Help Desk Professional

Job Opportunity: We are seeking a skilled and customer-focused technical professional with strong expertise in IT support and service management. The ideal candidate will provide Level 1 support for end-users, manage incidents and service requests, and contribute to continuous improvement of IT services.Key Responsibilities: Provide Level 1/2 technical support for hardware, software, network, and application issues.Manage and resolve incidents and service requests in accordance with best practices.Monitor and maintain IT systems, including servers, workstations, and network infrastructure.Evaluate complex issues and escalate when necessary.Document troubleshooting steps, solutions, and updates in the ticketing system.Participate in quality improvement initiatives.Maintain compliance with security standards and policies.Collaborate with cross-functional teams and external vendors as needed.Required Skills: Bachelor's degree in Computer Science, Information Technology, or related field.3+ years of experience in IT support or systems administration.Familiarity with ITIL processes and frameworks.Strong knowledge of Windows and Mac OS environments, Active Directory, and networking fundamentals.Experience with ITSM tools (e.g., Service Now, Jira Service Desk).Excellent communication and customer service skills.Ability to work independently and manage multiple priorities.What We Offer: A dynamic and collaborative work environment.Ongoing training and development opportunities.The chance to work on diverse projects and contribute to continuous improvement.