IT Help Desk / Triage Agent

Position Overview

Responsibilities

• Serve as the first point of contact for incoming IT support requests through email, phone, chat, or ticketing systems.
  
• Receive, review, and document technical issues, ensuring all relevant information is captured.
  
• Perform initial troubleshooting for common hardware, software, network, and access-related issues.
  
• Evaluate and prioritize support tickets based on urgency, impact, and severity.
  
• Identify issues that require escalation and route them to the appropriate IT personnel or department.
  
• Monitor open support tickets and follow up to ensure timely resolution.
  
• Assist users with password resets, account access, software installations, and basic system navigation.
  
• Maintain accurate records of reported issues, troubleshooting steps, resolutions, and escalations.
  
• Communicate technical information clearly and professionally to both technical and non-technical users.
  
• Identify recurring technical issues and report patterns that may require further investigation.
  
• Follow established IT procedures, security guidelines, and support protocols.
  

Qualifications

• Previous experience in IT help desk, technical support, customer service, or a similar role preferred.
  
• Basic understanding of computer hardware, software, operating systems, and networking concepts.
  
• Familiarity with ticketing systems, remote support tools, and troubleshooting procedures.
  
• Strong written and verbal communication skills.
  
• Excellent problem-solving, organizational, and time-management abilities.
  
• Ability to prioritize multiple requests and work efficiently in a fast-paced environment.
  
• Strong attention to detail and accurate documentation skills.
  
• Ability to remain patient, professional, and helpful when assisting users with technical difficulties.
  

Ideal Candidate