As an IT Help Desk Agent, your primary responsibility is to provide technical assistance and support to end users within the organization. You will be the first point of contact for any IT-related issues or inquiries and will play a crucial role in ensuring the smooth operation of computer systems, software, hardware, and network infrastructure. **Requirements**: - **Fluent in English. High Proficiency level (must).**: - **In progress associate or bachelor’s degree in information Technology or a related field.**: - **Flexibility to work in night shifts and weekends.**: - **1+ years of experience in a technical support role.**: - **Strong technical knowledge of computer hardware, software, and networking concepts.**: - Proficient in troubleshooting common hardware and software issues. - Knowledge in Office365, ActiveDirectory, antivirus. - Excellent customer service and communication skills, with the ability to explain technical concepts to nontechnical users. - Familiarity with ticketing systems and remote support tools. - Ability to prioritize and manage multiple tasks effectively. - Strong problem-solving skills and attention to detail. - Certifications in relevant IT areas (e.g., CompTIA A+, Microsoft Certified Professional) are a plus. **Responsibilities**: - Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, mobile devices, and peripherals. - Assist users with software installations, upgrades, and basic configuration. - Set up and maintain user accounts, permissions, and access rights. - Collaborate with other IT team members to resolve complex technical issues. - Escalate unresolved problems to the appropriate IT personnel or vendor, following established procedures. - Follow up with end-users to ensure issues are resolved and provide appropriate documentation and guidance. - Document all support activities, including issue resolution, troubleshooting steps, and knowledge base articles. - Assist in maintaining an inventory of IT assets, including hardware, software licenses, and peripherals. - Stay updated with the latest trends and advancements in IT to enhance technical knowledge and skills.