Help Desk Technician

About the Role

Invicta Software is seeking a dedicated Help Desk Technician to join our dynamic IT team. This role is pivotal in ensuring seamless technical support for our internal users and clients, helping to maintain productivity and resolve IT challenges efficiently.

If you have a passion for problem-solving and enjoy working in a fast-paced environment, this position offers an exciting opportunity to grow your skills while making a meaningful impact.

Key Objectives

• Provide timely and effective technical support to end-users.

• Troubleshoot hardware, software, and network issues.

• Maintain clear communication and documentation of support requests.

• Collaborate with IT teams to escalate and resolve complex problems.

Responsibilities

• Respond promptly to help desk tickets, emails, and phone requests.

• Diagnose and resolve technical hardware and software issues.

• Assist users with account setup, password resets, and access permissions.

• Install, configure, and update software applications and operating systems.

• Maintain inventory of IT equipment and software licenses.

• Document troubleshooting steps and solutions in the ticketing system.

• Provide guidance and training to users on basic IT procedures and tools.

• Escalate unresolved issues to senior IT staff or third-party vendors as needed.

• Contribute to continuous improvement of IT support processes.

Qualifications & Requirements

• Associate’s degree in Information Technology, Computer Science, or related field preferred.

• Proven experience in a help desk or technical support role.

• Strong knowledge of Windows and macOS operating systems.

• Familiarity with common software applications such as Microsoft Office Suite.

• Basic understanding of networking concepts and hardware troubleshooting.

• Excellent communication and customer service skills.

• Ability to prioritize tasks and manage time effectively.

• Experience with ticketing systems and remote support tools is a plus.

• CompTIA A+ or similar certifications are advantageous.

Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and certifications.

• Collaborative and inclusive work environment.

• Flexible work hours and remote work options.

• Paid time off and company holidays.