IT Helpdesk Representative

Provide technical assistance, service functions, and administrative tasks for DOP staff by maintaining, troubleshooting, repairing, or replacing computer and software components. Annotate and monitor inquiries, then respond to and resolve user requests via phone, email, or in-person while documenting all support requests and resolutions in the helpdesk system. Generate work orders to track time spent on completion and maintain accurate documentation of communications, equipment checks, and user guides. Collaborate with team members to address complex issues, improve IT services, and provide training on various systems and applications. Create email templates, draft user tutorials, and generate reports and spreadsheets. Follow standard operating procedures and call scripts to ensure timely updates.