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.

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 team’s experts when identifying a more advanced matter.

• 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