Help Desk Associate

Role Description

The Helpdesk Associate is responsible for providing first-line technical support and assistance to NEC users across the Head Office and ECTRON. This role ensures timely resolution of IT-related issues, proper coordination with the infrastructure and application teams, and adherence to NEC’s IT policies and procedures. 

Key Responsibilities:

1. Serve as the first point of contact for IT support requests through email, phone, or ticketing systems.

2. Provide technical assistance for hardware, software, and peripheral issues including laptops, printers, and network connectivity.

3. Support user account management, password resets, and access control within Microsoft 365, Active Directory, and ERP systems.

4. Log, track, and update service tickets ensuring timely and accurate resolution of user issues.

5. Escalate unresolved or complex incidents to the Network & Infrastructure Specialist or relevant technical teams.

6. Assist in setup, configuration, and maintenance of user devices and workstations.

7. Maintain the IT asset inventory and ensure accurate records of equipment issued and returned.

8. Provide basic support for ERP logins, attendance exceptions, and email configuration.

9. Coordinate with external vendors or service providers for equipment repairs and replacements.

10. Assist during preventive maintenance, software updates, and new system deployments.

11.  Ensure compliance with NEC’s IT policies, security guidelines, and acceptable use standards.

12. Deliver clear and courteous communication to all users and maintain a professional support experience.

Experience/Qualifications Needed

• Diploma or bachelor’s degree in information technology or a related field.

• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are advantageous

• 1–3 years of experience in IT support or helpdesk operations, preferably in a multi-site or enterprise environment.