The Role
Provides first-line technical support for hardware, software, applications, connectivity, incidents, and service requests. Logs, prioritizes, tracks, troubleshoots, documents, and follows up on tickets to meet SLA targets. Escalates complex issues and coordinates with internal teams and vendors. Maintains accurate incident records and reports while supporting users through effective communication and problem-solving.
Summary Generated by Built In
We are looking for an IT Help Desk Specialist to provide technical support to users, manage IT incidents and service requests, and ensure timely resolution of technical issues.
Key Responsibilities
- Provide first-line technical support for hardware, software, applications, and connectivity issues.
- Receive, log, prioritize, and track incidents and service requests through the IT ticketing system.
- Troubleshoot technical issues and escalate complex incidents to the appropriate teams.
- Follow up on incidents to ensure timely resolution and SLA compliance.
- Maintain accurate ticket records, documentation, and incident reports.
- Coordinate with internal teams and vendors when required.
Requirements
- Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field.
- 2–5 years of relevant experience in IT Help Desk, IT Support, Technical Support, or IT Operations.
Preferred Skills
- Experience with ITSM/ticketing systems, preferably ServiceNow.
- Knowledge of ITIL and Incident Management.
- Familiarity with Microsoft technologies, Active Directory, and basic networking.
- Experience with system or endpoint monitoring tools such as Nexthink or SolarWinds.
- Basic knowledge of cloud platforms, data analysis, or IT reporting.
- Strong communication, troubleshooting, analytical, and problem-solving skills.
Skills Required
- Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field
- 2–5 years of relevant experience in IT Help Desk, IT Support, Technical Support, or IT Operations
- Experience with ITSM or ticketing systems, preferably ServiceNow
- Knowledge of ITIL and incident management
- Familiarity with Microsoft technologies, Active Directory, and basic networking
- Experience with system or endpoint monitoring tools such as Nexthink or SolarWinds
- Basic knowledge of cloud platforms, data analysis, or IT reporting
- Strong communication, troubleshooting, analytical, and problem-solving skills
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The Company
What We Do
We are TAWANTECH, a dynamic and innovative company that specializes in financial technology solutions and services, with a team of passionate professionals and a commitment to excellence, we are dedicated to delivering exceptional solutions that meet the unique needs of our clients.
