Junior IT Helpdesk

·         Respond promptly to IT support tickets submitted via email, phone, or the ticketing system

·         Diagnose and resolve basic end-user issues, including hardware/software troubleshooting, password resets, email setup, and peripheral connectivity

·         For the Odoo software:

o    Diagnose and resolve incidents and requests, perform data entry and verification

o    Create user's accounts and assign them their correct access rights

o    Gather more information to provide to the development team

·         Provide remote support through screen-sharing tools (e.g., Any Desk, TeamViewer, Microsoft Remote Desktop) and conduct on-site assistance as needed.

·         Document all support interactions, resolutions, and escalations in the ticketing system for accurate tracking and knowledge base updates.

·         Escalate unresolved issues requiring advanced expertise to the senior support agents with detailed notes.

·         Maintain user satisfaction by delivering clear, patient communication and follow-up on open tickets.

·         Assist with basic IT inventory management, such as tracking hardware assets and software licenses.

Participate in basic IT onboarding for new employees, including setup of workstations and accounts.

·         High school diploma or equivalent; associate degree in IT, computer science, or related field preferred.

·         0-2 years of IT support experience (internships or helpdesk exposure count).

·         Basic knowledge of Windows/macOS operating systems, Microsoft 365 suite, and common peripherals (printers, scanners).

·         Familiarity with remote support tools and ticketing systems.

·         Strong problem-solving skills and ability to learn quickly.

·         Experience with mobile devices (iOS/Android) and basic networking concepts.