IT Help Desk Support Technician

About the role

The IT Help Desk Support Technician is the first point of contact for all technology‑related incidents and service requests across DigiSay. You will provide prompt, courteous assistance to staff, ensuring that hardware and software issues are resolved quickly and that service level targets are met.

Key responsibilities

• Deliver first‑line support for laptops, printers, scanners and other peripherals.
• Troubleshoot and resolve software incidents on Windows and macOS platforms.
• Create and maintain user‑focused instructional material to promote self‑service.
• Conduct onboarding inductions and basic IT training for new employees.
• Run laptop clinics to assist with device setup, maintenance and troubleshooting.
• Log incidents, keep accurate documentation and provide timely updates to users.
• Escalate unresolved issues to higher‑level technical teams while maintaining communication.
• Assist with IT asset inventory management and compliance with IT policies.

Required profile

• Basic understanding of computer hardware and operating systems (Windows, macOS).
• Strong problem‑solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Customer‑service orientation with attention to detail and patience.

Required skills

• Google Workspace
• Microsoft 365
• macOS
• Windows