We’re looking for a Help Desk Technician to support users with technical issues and questions. You’ll help solve common problems, guide users on how to use systems, and make sure issues are handled quickly and correctly. This is a great opportunity to grow your IT skills in a supportive and collaborative environment.
At INVID, we care about teamwork, flexibility, and work-life balance. Our hybrid work model lets you work from home or the office. Your ideas matter here—and we’re committed to helping you succeed.
Job Summary:
We are seeking a proactive and customer-oriented Junior Help Desk Technician to provide first-level support to users experiencing technical issues. This entry-level position is ideal for individuals looking to grow in the IT field while helping users resolve common problems and ensuring smooth operation of systems and applications.
Please note: This is contract role for 11 months.
Key Responsibilities:
- User Support
- Respond to user inquiries via phone, email, or ticketing system.
- Provide basic technical assistance and functional guidance.
- Share quick instructions and user-friendly documentation.
- Incident Management
- Log and track reported issues accurately.
- Prioritize incidents based on urgency and impact.
- Escalate unresolved issues to higher-level support teams.
- Troubleshooting
- Resolve common issues such as password resets, access problems, and minor system errors.
- Guide users on proper usage of software, systems, and internal processes.
- Request Routing
- Identify and refer cases that require specialized technical support.
- Coordinate with other departments to ensure complete resolution.
- Monitoring & Reporting
- Ensure timely resolution of incidents in line with service level agreements (SLAs).
- Generate basic reports on incident types, frequency, and resolution times.
Qualifications:
- High school diploma or associate degree in Information Technology or related field.
- Basic understanding of computer systems, software, and troubleshooting techniques.
- Strong communication and interpersonal skills.
- Ability to work in a team and follow established procedures.
- Familiarity with help desk software or ticketing systems is a plus.