IT Helpdesk Technician

NextSilicon is reimagining high-performance computing (HPC & AI). Our accelerated compute solutions leverage intelligent adaptive algorithms to vastly accelerate supercomputers, driving them forward into a new generation. We have developed a novel software-defined hardware architecture that is achieving significant advancements in both the HPC and AI domains.

At NextSilicon, everything we do is guided by three core values:

• Professionalism: We strive for exceptional results through professionalism and unwavering dedication to quality and performance.
• Unity: Collaboration is key to success. That's why we foster a work environment where every employee can feel valued and heard.
• Impact: We're passionate about developing technologies that make a meaningful impact on industries, communities, and individuals worldwide.
  
  

• 3+ years of experience as a help desk technician or in a similar technical support role within an organization of 150+ employees
• Strong knowledge of multiple operating systems including macOS, Windows, and Linux
• Solid understanding of computer systems, networks, hardware, and software applications
• Proven ability to diagnose and resolve technical issues efficiently and effectively
• Excellent problem-solving and analytical skills with attention to detail
• Outstanding communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Customer-service oriented mindset with patience and professionalism
• Ability to work both independently and collaboratively as part of a team
• Strong organizational skills and ability to manage multiple priorities
• Proficiency in English (written and verbal)
  
  

• Serve as the first point of contact for employees seeking technical assistance via our helpdesk ticketing system, email, phone, in person, or through remote access
• Diagnose and resolve technical issues related to computer systems, hardware, software, and network connectivity
• Provide technical assistance on the delivery, configuration, setup, maintenance, and troubleshooting of IT equipment and applications
• Respond to support tickets within established SLA timeframes and maintain clear communication throughout the resolution process
• Escalate unresolved or complex issues to the appropriate level of support personnel with detailed documentation
• Maintain accurate records of issues, resolutions, and technical procedures in the ticketing system
• Provide technical training and guidance to new employees during onboarding
• Track and follow up on open tickets to ensure timely resolution and employee satisfaction
• Create and update technical documentation, knowledge base articles, and training materials
• Gather feedback from employees to continuously improve helpdesk services and training methods
• Manage IT asset inventory and track equipment lifecycle as needed
• Identify opportunities for process improvements and communicate recommendations to the IT department manager