IT Helpdesk Officer

Job Description – IT Helpdesk Officer

The IT Helpdesk Officer is responsible for providing technical support and assistance to end-users, ensuring smooth operation of IT systems, hardware, and software. The role involves troubleshooting, problem resolution, and maintaining high standards of customer service in alignment with organizational IT policies.

Job Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or in person.
• Diagnose and resolve hardware, software, network, and system issues promptly.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Provide support for operating systems, office applications, and organization-specific software.
• Escalate unresolved issues to higher-level IT staff or vendors as required.
• Maintain accurate records of issues, resolutions, and user requests in the helpdesk system.
• Assist in user account management including password resets, access permissions, and email setup.
• Ensure proper implementation of IT policies and data security protocols.
• Provide orientation and basic training to staff on IT systems, tools, and best practices.
• Support routine maintenance tasks such as system updates, backups, and antivirus checks.
• Participate in IT projects and contribute to process improvements.

Required Qualifications & Skills:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Proven experience in IT support/helpdesk roles.
• Strong knowledge of hardware, operating systems, and common applications.
• Excellent problem-solving and communication skills.
• Ability to work under pressure and manage multiple tasks efficiently.

Job Type: Full-time

Work Location: In person