Deskripsi Pekerjaan
Join iSupport Worldwide, a premier IT solutions provider, as an L1 Help Desk Analyst and become the frontline guardian of our clients' digital infrastructure. In this pivotal role, you'll deliver exceptional Level 1 technical support to resolve end-user challenges across hardware, software, and network domains. Your expertise will directly impact business continuity by minimizing downtime and maximizing productivity through timely issue resolution and proactive user guidance.
We seek a technically adept communicator with a passion for problem-solving. You'll collaborate with cross-functional teams while maintaining meticulous documentation of incidents, solutions, and knowledge base contributions. This position offers unparalleled growth opportunities to expand your technical expertise in a dynamic environment that values continuous learning and innovation.
At iSupport Worldwide, we foster a culture of excellence where your contributions are recognized through competitive compensation, professional development programs, and a collaborative workspace designed to nurture your IT career ambitions.
Tanggung Jawab
- Provide responsive Level 1 technical support via phone, email, and remote assistance channels
- Diagnose and resolve hardware, software, and connectivity issues for end-users
- Document incidents, solutions, and knowledge base articles using ITSM tools
- Escalate complex technical issues to Level 2/3 support teams with detailed context
- Manage user accounts, permissions, and access requests following security protocols
- Install, configure, and upgrade software systems and peripheral devices
- Conduct periodic system health checks and preventive maintenance tasks
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related field (or equivalent experience)
- Minimum 1 year experience in technical support or help desk environment
- Proficiency in Windows/macOS OS, Microsoft Office Suite, and remote desktop tools
- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP)
- Excellent verbal/written communication skills with customer service focus
- CompTIA A+ or Microsoft 365 Fundamentals certification preferred
- Ability to prioritize tasks and work under pressure with minimal supervision