Help Desk Agent (Onsite/Offsite)

Salary: $19.77 - 32.99 per hour
Reference: JOB-1028

A Help Desk Agent (Onsite/Offsite) is responsible for providing technical assistance and customer support to users experiencing computer, software, hardware, network, or account-related issues. The role involves troubleshooting problems, answering technical questions, documenting support requests, and ensuring that issues are resolved efficiently. Depending on the employer, the position may be performed onsite or remotely.

Key Responsibilities
Respond to technical support requests by phone, email, live chat, or ticketing systems.
Assist users with computer, software, hardware, printer, and connectivity issues.
Troubleshoot common technical problems and provide step-by-step solutions.
Help users with password resets, account access, software installation, and basic system configurations.
Create, update, and manage support tickets to track reported issues and resolutions.
Escalate complex technical problems to the appropriate IT team or supervisor.
Provide clear instructions to help users understand and resolve technical issues.
Maintain accurate records of technical problems, troubleshooting steps, and solutions.
Assist with software updates, system maintenance, and basic equipment setup when required.
Follow company security policies and protect confidential user information.
Monitor unresolved tickets and follow up with users to ensure satisfactory resolution.
Meet established service standards, response times, and customer satisfaction goals.

Qualifications and Requirements
High school diploma or equivalent preferred.
Basic knowledge of computers, operating systems, software, and common technical issues.
Strong verbal and written communication skills.
Good troubleshooting, analytical, and problem-solving abilities.
Familiarity with email, office applications, and help desk ticketing systems.
Ability to explain technical information in simple, understandable language.
Strong customer service skills and patience when assisting users.
Ability to prioritize tasks and manage multiple support requests.
Previous IT support or help desk experience is an advantage but may not be required for entry-level positions.