Help Desk (Junior IT Specialist)

About the role
We are looking for a Junior IT Specialist to join our Help Desk team. You will be the first point of contact for employees who need technical help, and you will keep our workstations, peripherals, user accounts, and office network running smoothly.

Responsibilities:
Receive, prioritize, track, and respond to user requests and incidents through the ticketing system.
Install, set up, configure, and support hardware, software, operating systems, and peripheral devices.
Troubleshoot and resolve user issues related to operating systems, networking, peripherals, and IT services.
Diagnose and fix problems with Windows, LAN/internet connectivity, VPN, and peripheral equipment.
Manage user accounts, access levels, and permissions in Active Directory.
Troubleshoot and support passive network infrastructure, including cabling, patch panels, keystone jacks, racks, and link testing.
Document procedures, keep the internal knowledge base up to date, and prepare regular performance reports.
Analyze recurring problems and propose improvements that raise service quality and reduce repeat tickets.
Work closely with the Network, Infrastructure, Security, and Software teams to resolve issues and deliver support services.
Maintain server room facilities, including UPS, generators, cooling systems, structured cabling, and periodic health checks.

Technical skills:
Solid understanding of TCP/IP, VLAN, DHCP, VPN, HTTP, WiFi, and DNS.
Proficiency with Windows Client/Server, macOS, Linux, Active Directory, and Office.
Experience troubleshooting desktop environments, network connectivity, VPN clients, and peripheral devices.
Working knowledge of Active Directory user and group administration.
Familiarity with passive network components (structured cabling, patch panels, keystones, racks) and basic link testing.
Familiarity with IP Camera/NVR devices.

Soft skills:
Strong problem-solving ability and a methodical approach to technical troubleshooting.
Ability to handle multiple requests at once and prioritize tasks effectively.
Good time-management skills.
Clear, effective communication with users at all technical levels.
Attention to detail in documentation and reporting.

Nice to have:
Familiarity with Mikrotik/Cisco devices.
Familiarity with virtualization technologies (ESXi).