Help Desk Assistant

About the Role

The Help Desk Assistant is a full-time, on-site role based in Kodad. This position supports end users by responding to service requests, diagnosing technical issues, and providing timely resolutions for hardware, software, and network-related problems.

Key Responsibilities

• Log and track tickets.
• Escalate complex issues when necessary.
• Maintain clear documentation of incidents and solutions.
• Communicate with users in a clear and professional manner, guiding them through troubleshooting steps.
• Coordinate with other IT team members to ensure consistent service quality.
• Assist with basic system checks.
• Assist with setup of user accounts and devices.
• Adhere to security and operational procedures.
• Receive user requests through approved support channels and record accurate ticket details.
• Troubleshoot common desktop, laptop, browser, printer, Wi-Fi, and office application issues.
• Help users with basic account access, password reset coordination, and login troubleshooting.
• Escalate suspicious account, malware, phishing, or device behavior to the security team.
• Document every ticket with the issue, actions taken, current status, and next step.
• Support onboarding and offboarding checklists for devices, accounts, and access requests.
• Assist with hardware inventory, device handover, basic asset tracking, and peripheral checks.
• Guide users through safe technology practices without collecting unnecessary sensitive data.
• Coordinate with remote technical teams when issues require deeper infrastructure support.
• Perform basic network checks such as cable, Wi-Fi, IP, DNS, and connectivity validation.
• Support meeting-room, workstation, and common office technology readiness.
• Follow AGNIR escalation procedures for security, access, outage, and urgent incidents.
• Maintain clear internal notes, recurring issue patterns, and simple support documentation.
• Treat user information, credentials, and business data with confidentiality and care.

Requirements & Tech Stack

• Work five days a week during the local 8:00 AM to 5:00 PM support window.
• Foundational understanding of Windows, browsers, internet access, and office productivity tools.
• Basic knowledge of networking concepts such as IP address, Wi-Fi, DNS, router, and switch.
• Good spoken and written communication skills for helping non-technical users.
• Ability to organize tickets, notes, follow-ups, and escalation details accurately.
• Comfort working on-site in Kodad during the required support schedule.
• Interest in cybersecurity-aware support, safe access handling, and user protection.
• Willingness to learn AGNIR tools, procedures, documentation standards, and escalation paths.

Qualifications

• Associate degree, three-year degree, bachelor's degree, or equivalent technical qualification.