IT Help Desk Agent

hace 2 semanas

San Pedro, Costa Rica CRG Solutions A tiempo completo

As an IT Help Desk Agent, your primary responsibility is to provide technical assistance and support to end-users within the organization. You will be the first point of contact for any IT-related issues or inquiries and will play a crucial role in ensuring the smooth operation of computer systems, software, hardware, and network infrastructure.

Joining our organization as an IT Help Desk Agent offers you the opportunity to contribute to the smooth functioning of our IT infrastructure and provide essential support to end-users. You will work closely with a team of professionals dedicated to delivering excellent IT services and ensuring user satisfaction.

**Responsibilities**:

- Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, mobile devices, and peripherals.
- Assist users with software installations, upgrades, and basic configuration.
- Set up and maintain user accounts, permissions, and access rights.
- Collaborate with other IT team members to resolve complex technical issues.
- Escalate unresolved problems to the appropriate IT personnel or vendor, following established procedures.
- Follow up with end-users to ensure issues are resolved and provide appropriate documentation and guidance.
- Document all support activities, including issue resolution, troubleshooting steps, and knowledge base articles.
- Assist in maintaining an inventory of IT assets, including hardware, software licenses, and peripherals.
- Stay updated with the latest trends and advancements in IT to enhance technical knowledge and skills.

**Requirements**:

- Strong technical knowledge of computer hardware, software, and networking concepts.
- Proficient in troubleshooting common hardware and software issues.
- Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Familiarity with ticketing systems and remote support tools.
- Ability to prioritize and manage multiple tasks effectively.
- Strong problem-solving skills and attention to detail.
- Flexibility to work in shifts and provide occasional on-call support.

**Education**

**Formal Education**:
1. In progress associate or bachelor’s degree in information Technology or a related field.

**Skills and competences**:
1. Technical knowledge.

2. Troubleshoot and problem-solving skills.

3. Customer service.

4. Time Management and Prioritization.

5. Documentation and Knowledge Management

6. Adaptability and Continuous Learning.

7. Teamwork and Collaboration.

8. Attention to Detail.

**Non formal education (certifications)**:
1. Certifications in relevant IT areas (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

**Others**:
1. Upper-Intermediate level English (B2) required.

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