IT Helpdesk Technician

We are looking for a tech-savvy people-oriented help desk technician to join our growing IT team and be responsible for providing technical assistance with computer systems, hardware, and software.
As a help desk technician, you will be responsible for responding to queries by email, chat, or via other channels, and offering technical support to our global and on-site employees.
You will be well-versed in all aspects of computer systems configuration, setup, and maintenance, and have excellent interpersonal and communication skills to answer queries on both basic and advanced technical issues, offer advice on how to solve them, and utilize the teams experts when identifying a more advanced matter.
Responsibilities:
Serve as the first point of contact for employees seeking technical assistance.
Respond to queries via our Helpdesk tickets system, by email, in person, or through remote access.
Offer technical assistance on the delivery, configuration, set up, maintenance, LAN performance, and troubleshooting of computer systems, hardware, and software.
Direct unresolved issues to the next level of support personnel.
Provide training and guidance to new onboarding employees.
Follow-up and update issue status and information.
Gain feedback from employees to improve helpdesk and training methods.
Identify and suggest possible improvements on procedures to the department manager.
Write and edit training manuals.