A Help Desk Technician is responsible for providing technical support and assistance to users experiencing issues with their computer hardware, software, or network systems. Their primary duties include:

• Responding to incoming queries via phone, email, or chat to provide initial support.
• Diagnosing and troubleshooting technical problems related to computer systems, software, and hardware.
• Documenting issues and solutions in a ticketing system for further analysis.
• Guiding users through step-by-step solutions to resolve their technical problems.
• Escalating more complex issues to higher-level technical teams when necessary.
• Installing and configuring computer hardware and software as needed.
• Providing training to users on new software or system features.
• Maintaining a knowledge base of common issues and solutions to improve efficiency.
• Assisting with the implementation of new IT projects and system upgrades.