IT Support / Helpdesk Technician

Client of Exceed IT Services

The IT Support Technician (Helpdesk / Walk-in Support) role is a front-line operational position responsible for ensuring day-to-day IT service continuity for staff and students. The role acts as the first point of contact for all IT-related issues, providing support through the Service Desk portal, telephone, remote tools, and walk-in support center.

A. IT Helpdesk & Ticketing System

• Manage tickets through the Service Desk Portal.
• Categorize, assign, prioritize tickets using intelligent ticketing workflows.
• Provide first-line troubleshooting for hardware, software, network, email, and account issues.
• Ensure SLA compliance for Priority 1 4 incidents.

B. Telephone & Remote Support

• Provide immediate assistance through telephone and IVR system.
• Use remote tools to access devices securely and resolve problems.
• Provide guidance for complex issues and escalate when needed.

C. Walk-in Support Center

• Assist users with laptops, desktops, mobile devices.
• Perform software installations, diagnostics, and hardware troubleshooting.
• Provide hands-on support for urgent issues.
• Ensure all walk-in issues are recorded in the ticketing system.

D. Classroom, Office, and Lab Support

• Support AV equipment, IP telephony, MS Teams, Zoom, etc.
• Troubleshoot end-user devices, printers, networking issues.
• Perform preventive maintenance and device health checks.

E. Knowledge Base & User Training

• Create and update troubleshooting articles, FAQs, guides.
• Conduct awareness sessions for students/staff on IT systems.
• Promote self-service tools to reduce ticket volumes.

F. Asset & Software Management

• Assist in inventory tracking of hardware and software.
• Support license validation, device assignments, and updates.
• Maintain accurate records of issued/returned devices.

G. Data, Email, and Account Support

• Configure email clients, mobile email, MFA setup, password resets.
• Provide basic support for O365 apps and Teams meetings.
• Assist with account access issues and directory sync-related requests.

H. SLA Oversight & Reporting

• Ensure response and resolution times match contract SLAs.
• Escalate Priority 1/2 incidents immediately.
• Update ticket statuses and user communication.