As a Help Desk Technician at Apollo, you will be an essential part of our IT team, focused on delivering top-notch technical assistance exclusively to our employees. You will be responsible for diagnosing and resolving a wide range of technical issues, providing timely solutions, and ensuring that our employees have a smooth and productive work experience.

Responsibilities:

• Employee Support: Provide courteous and timely technical support to internal employees via phone, email, or in-person.
• Issue Diagnosis: Identify, troubleshoot, and resolve hardware and software-related issues, including desktops, laptops, printers, software applications, and network connectivity problems.
• Documentation: Maintain detailed records of support requests, actions taken, and resolutions in the internal ticketing system.
• Hardware Support: Set up and configure new devices for employees, troubleshoot hardware issues, and coordinate equipment repairs or replacements.
• Software Assistance: Assist employees with software installations, updates, and troubleshooting, ensuring they have the tools they need to perform their job functions. Admin the the SharePoint system.
• Security Compliance: Ensure that employees are following security protocols and best practices to protect company data and systems.
• User Training: Provide basic technical guidance and training to employees, empowering them to resolve common issues independently

Requirements:

• High school diploma or equivalent; technical certifications or a degree in a related field is a plus.
• Proven experience of at least 3 years in a technical support role.
• Proficiency in operating systems (Windows) and common software applications.
• Experience in troubleshooting hardware and end-user devices (e.g., printers and scanners).
• Strong problem-solving and communication skills.
• Familiarity with remote desktop tools and ticketing systems.
• Ability to work independently and collaboratively within the IT team.
• Excellent customer service and interpersonal skills.