IT Helpdesk Technician

Stony Stratford; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Job summary

An IT service provider based in Milton Keynes is seeking an IT Helpdesk Technician to provide technical support to end-users. The role requires 1-2 years of experience in helpdesk or technical support, a strong proficiency in Microsoft Windows and macOS, and excellent communication skills. Responsibilities include troubleshooting IT issues, managing helpdesk tickets, and ensuring proper documentation. The position is full-time and may require occasional travel to other office locations.

Qualifications

• Experience with troubleshooting hardware, software, and network-related issues.
• Proficient with Microsoft Office Suite (Office 365) and Operating Systems (Windows 10/11 Pro).
• Ability to create, modify, and disable user accounts in enterprise applications.

Responsibilities

• Respond to helpdesk tickets and inquiries via phone, email, or in-person.
• Monitor and troubleshoot network connectivity issues (LAN, WAN, VPN).
• Assist in maintaining and managing routers, switches, and firewalls.

Skills

Proficiency in Microsoft Windows and macOS

Excellent problem-solving and troubleshooting skills

Strong verbal and written communication abilities

Familiarity with networking concepts

Education

1-2 years of experience in a helpdesk or technical support role

Tools

Connectwise Helpdesk Ticketing System

Microsoft Office 365

Active Directory

Job description

Overview

The IT Helpdesk Technician is responsible for providing technical support to end-users within the organisation. This includes troubleshooting hardware and software issues, resolving network problems, and ensuring smooth operation of IT systems. The role also involves responding to helpdesk requests, maintaining system documentation, and escalating complex issues to senior IT staff when necessary.

Responsibilities

• Respond to helpdesk tickets and inquiries via phone, email, or in-person.
• Troubleshoot and resolve hardware, software, and network-related issues for end-users.
• Assist with setting up, configuring, and maintaining desktops, laptops, printers, and mobile devices.
• Provide support for Microsoft Office Suite (Office 365), Operating Systems (Windows 10/11 Pro), and other software applications.
• Create, modify, and disable user accounts in systems such as Active Directory & Azure, Office 365, and other enterprise applications.
• Desk/office moves where needed.
• Reset passwords and resolve login issues.
• Ensure all assets (Laptops/PCs/Mobile Devices) are documented and up to date.
• Monitor and troubleshoot network connectivity issues (LAN, WAN, VPN).
• Assist in maintaining and managing routers, switches, and firewalls as directed by the IT team.
• Ensure compliance with company security protocols and assist with antivirus and malware management.
• Assist in data backups, recovery, and software updates.

Education and Experience

• 1-2 years of experience in a helpdesk or technical support role.

Technical Skills

• Proficiency in Microsoft Windows and macOS operating systems.
• Familiarity with networking concepts (IP addresses, DNS, DHCP, etc.).
• Experience with helpdesk ticketing systems (e.g., Connectwise).
• Knowledge of Microsoft Office 365, Active Directory, and VPN software.
• Basic understanding of hardware components, including desktops, laptops, printers, and peripherals.

Soft Skills

• Excellent problem-solving and troubleshooting skills.
• Strong verbal and written communication abilities.
• Ability to prioritize and manage multiple tasks efficiently.
• Patience and customer-focused attitude when working with non-technical users.

Work Environment

• Full-time position based in the Milton Keynes head office
• May require occasional evening or weekend work to resolve critical issues or complete office moves.
• Ability to lift and move computer equipment as needed.
• Be able to drive to other offices (Manchester, Derby & London)