IT Support Tech Tier 1 - #1337851

DermCare Management is seeking a skilled and customer-focused IT Helpdesk Engineer to join our team. As an IT Helpdesk Engineer, you will be responsible for providing technical support and assistance to end users, troubleshooting and resolving IT-related issues, and maintaining the overall health of our organization's IT systems. The ideal candidate should have a solid technical background, excellent communication skills, and a passion for delivering exceptional customer service. If you are a dedicated IT professional who thrives in a fast-paced environment and enjoys solving technical challenges, we would love to hear from you.

Responsibilites

• Provide technical support and assistance to end users by responding to inquiries and resolving technical issues via phone, email, or in-person.
• Diagnose and troubleshoot hardware, software, and network problems and determine appropriate solutions.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Collaborate with other IT team members to ensure efficient and effective resolution of technical issues.
• Prioritize and manage multiple support tickets to ensure timely resolution
• Maintain accurate records of all support activities, including incidents, resolutions, and customer communication.
• Develop and maintain technical documentation and knowledge base articles to facilitate self-service for end users.
• Participate in the testing and deployment of new technologies and software updates.
• Provide training and guidance to end users on the proper use of hardware, software, and applications.
• Identify opportunities for process improvements and actively contribute to enhancing the IT support function.
• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
• Proven experience working in a technical support or helpdesk role, preferably in a corporate environment.
• Solid understanding of computer hardware, software applications, operating systems, and networking concepts.
• Proficient in troubleshooting and resolving issues related to Windows and macOS operating systems.
• Familiarity with mobile devices (smartphones, tablets) and the ability to troubleshoot common problems.
• Knowledge of network protocols, TCP/IP and VPN.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Ability to work independently, prioritize tasks, and manage time effectively.
• Detail-oriented with a commitment to documenting procedures and maintaining accurate records.
• Relevant certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or equivalent, are desirable but not mandatory.