IT Helpdesk Engineer

PT Sejahtera Sama Kita; Kota Yogyakarta; On-site; IDR 72,000,000 - 108,000,000; Full time

Job summary

PT Sejahtera Sama Kita is seeking an IT Helpdesk/ Desktop Support professional to receive, diagnose, and resolve internal IT requests via phone, email, and the company ticket system. You will manage user accounts, install software, and support Windows 10/11, hardware, and basic network tasks while maintaining clear documentation in the Knowledge Base for internal use.

This role emphasizes customer service, teamwork, and proactive issue resolution to ensure timely responses and smooth daily

Qualifications

• 1-2 years of IT Helpdesk/Desktop Support experience.
• Proficient in installation, configuration, and troubleshooting Windows 10/11.
• Solid computer hardware knowledge.
• Excellent communication and customer-service skills.

Responsibilities

• Receive, record, classify, and prioritize IT service requests from internal users via phone, email, or ticket system.
• Provide preliminary fault diagnosis and remote support for desktops, printers, and software.
• Accurately record, update, and track all tickets to ensure timely closure.
• Perform account creation, permission assignment, and onboarding for new employees; deactivate when they leave.
• Maintain hardware and software by installation, configuration, and troubleshooting of workstations and printers.
• Document technical solutions and update the Knowledge Base for internal use.
• Monitor and troubleshoot basic network issues (IP, DNS, DHCP, VPN) as needed.

Skills

Windows 10/11

Hardware knowledge

Networking basics

Customer service

Ticketing system

Tools

Ticketing system

Job description

Receive, record, classify, and prioritize IT service requests and fault reports from internal users via telephone, email, instant messaging tools, and the ticket system

Provide preliminary fault diagnosis and remote support for desktop (computers, printers, software, etc.) and network

Accurately record, update, and track all tickets to ensure that issues are promptly addressed and closed-loop

System and Account Management:

Perform account creation, permission assignment, computer configuration, and onboarding training for new employees

Handle account deactivation, permission revocation, and device retrieval when an employee leaves the company

Manage daily account operations such as employee password resets and software installation requests

Hardware and Software Maintenance:

Responsible for the installation, configuration, maintenance, and troubleshooting of work equipment such as desktops, laptops, monitors, and printers

Install, configure, and update authorized commercial software and security patches

Document and Knowledge Base Construction

Write clear and understandable technical solutions and operating guidelines to enrich the company's internal Knowledge Base

Document common issues and their solutions to help improve the overall support efficiency of the team

Network and System Monitoring:

Optimize and configure networks (such as IP configuration, network port troubleshooting)

Monitor the operation of daily work components

What you will need to have

At least 1-2 years of work experience in similar positions (IT Helpdesk, Desktop Support)

Proficient in the installation, configuration, and troubleshooting of the Windows 10/11 operating system

Has solid computer hardware knowledge

Solid experience in network concepts (TCP/IP, DNS, DHCP, VPN)

Excellent client service awareness and communication skills, able to communicate with non-technical personnel in a patient and clear manner

Proactive at work, with a strong sense of responsibility and teamwork spirit