IT Helpdesk Specialist

Job description

The specialist provides first-line technical support to employees, ensuring IT hardware, software, systems, and user accounts function effectively. Diagnoses and resolves technical issues, manages support requests, and escalates complex problems to the appropriate IT team. Receives, logs, prioritizes, and resolves employee support requests within agreed response times. Provides clear updates to users and closes requests with accurate documentation. Installs, configures, and maintains laptops, desktops, monitors, printers, mobile devices, and other IT equipment. Prepares and configures new devices for employees. Troubleshoots hardware problems and coordinates repairs or replacements. Maintains accurate records of IT assets and assigned equipment. Supports employee onboarding and offboarding by preparing, collecting, and configuring devices. Assists with basic administration of Google Workspace accounts and services, including creating, modifying, suspending, and managing user accounts. Supports Google Groups, shared resources, and access permissions. Troubleshoots Gmail, Google Drive, Google Meet, Google Calendar, and other Workspace services. Performs advanced troubleshooting of LAN, Wi‑Fi, VPN, and Internet connectivity issues. Carries out network configuration and troubleshooting. Troubleshoots FortiGate firewall issues and supports firewall-related requests. Monitors and reports recurring network problems and escalates routing, switching, and other advanced network issues as needed

Requirements

• Excellent knowledge of FortiGate firewalls and firewall troubleshooting
• Excel
• Google Workspace
• Technical support
• Effective communication
• Asset management

Skills