Job Details

Job Title: IT Helpdesk

Location: Charles town, WV (Day 1 Onsite)

Key Responsibilities:

Technical Support:
• Respond to user inquiries via phone, email, or in-person.
• Diagnose and resolve hardware, software, and network issues.
• Guide users through step-by-step solutions.

Incident Management:
• Record and track incidents and service requests using a ticketing system.
• Prioritize and escalate issues as necessary to ensure timely resolution.
• Follow up with users to ensure issue resolution and customer satisfaction.

Maintenance and Troubleshooting:
• Perform routine maintenance on computer systems and networks.
• Install, configure, and update software and hardware.
• Maintain and troubleshoot printers, scanners, and other peripheral devices.

Documentation:
• Create and maintain documentation of IT procedures, processes, and issue resolutions.
• Develop user guides and training materials.

User Training:
• Provide training and guidance to users on best practices and usage of IT systems and software.
• Conduct onboarding sessions for new employees on IT policies and tools.

Collaboration:
• Work closely with other IT team members to resolve complex issues.
• Assist in the implementation of IT projects and initiatives