IT Help Desk / Triage Agent

IT Help Desk / Triage Agent

Position Overview

We are seeking a dependable, detail-oriented IT Help Desk/Triage Agent to serve as the first point of contact for employees experiencing technical issues. This role is responsible for receiving, documenting, evaluating, and prioritizing IT support requests while providing basic troubleshooting and ensuring issues are directed to the appropriate technical team when additional assistance is needed.

The ideal candidate has strong communication and problem-solving skills, a customer-service mindset, and the ability to manage multiple requests while maintaining accurate documentation and timely follow-up.

Responsibilities

• Serve as the first point of contact for incoming IT support requests through email, phone, chat, or ticketing systems.
• Receive, review, and document technical issues, ensuring all relevant information is captured.
• Perform initial troubleshooting for common hardware, software, network, and access-related issues.
• Evaluate and prioritize support tickets based on urgency, impact, and severity.
• Identify issues that require escalation and route them to the appropriate IT personnel or department.
• Monitor open support tickets and follow up to ensure timely resolution.
• Assist users with password resets, account access, software installations, and basic system navigation.
• Maintain accurate records of reported issues, troubleshooting steps, resolutions, and escalations.
• Communicate technical information clearly and professionally to both technical and non-technical users.
• Identify recurring technical issues and report patterns that may require further investigation.
• Follow established IT procedures, security guidelines, and support protocols.

Qualifications

• Previous experience in IT help desk, technical support, customer service, or a similar role preferred.
• Basic understanding of computer hardware, software, operating systems, and networking concepts.
• Familiarity with ticketing systems, remote support tools, and troubleshooting procedures.
• Strong written and verbal communication skills.
• Excellent problem-solving, organizational, and time-management abilities.
• Ability to prioritize multiple requests and work efficiently in a fast-paced environment.
• Strong attention to detail and accurate documentation skills.
• Ability to remain patient, professional, and helpful when assisting users with technical difficulties.