IT Help Desk Associate III

About the role

The IT Help Desk Associate III provides first‑line technical support for desktop and laptop users in a 24 × 7 environment. You will handle inbound and outbound calls, web tickets and chat requests, ensuring timely resolution of hardware, software and connectivity issues.

Key responsibilities

• Deliver Level 1 support for PC client issues, including hardware, operating system, printers and software.
• Answer general IT queries, communicate known outages and guide users through standard procedures.
• Analyze reported symptoms, identify root causes, follow Knowledge Base instructions and document resolutions.
• Escalate complex cases to Level 2 teams, monitor critical tickets and follow up to ensure timely closure.
• Work rotational shifts within a five‑day work week to maintain continuous service coverage.

Required profile

• Minimum high school diploma (Grade 12); technical diploma preferred but not mandatory.
• At least 2 years of experience in a technical support or voice‑based support role.
• Strong English communication skills, clear speech and professional telephone etiquette.
• Customer‑focused attitude with the ability to convey information clearly and empathetically.

Required skills

• Thorough knowledge of Windows 10 and later operating systems.
• Proficiency with Microsoft Office 365 and Microsoft Outlook 2016 or newer.
• Basic understanding of networking concepts, LAN and remote‑access troubleshooting.
• Experience configuring and troubleshooting Office 365 services.