Help Desk Technician

About the role

Cidel is seeking a proactive Help Desk Technician to provide first‑line IT support for its staff. You will work both on‑site and remotely, ensuring smooth technical experiences across the organization.

Key responsibilities

• Serve as the first point of contact for staff requesting technical assistance via phone or email.
• Perform remote troubleshooting and guide users through problem‑solving steps.
• Escalate unresolved issues to higher‑level support personnel.
• Provide accurate information on IT products and services.
• Record incidents, resolutions, and follow‑up actions in support logs.
• Relay client feedback and suggestions to internal teams.
• Identify opportunities to improve support procedures.

Required profile

• Undergraduate degree in Computer Science, Information Technology or a related field.
• 1–2 years of experience in a similar help‑desk or technical support role.
• Microsoft or network certifications are a plus.

Required skills

• Proficiency with office automation products.
• Experience working with databases.
• Familiarity with remote support tools.
• Strong understanding of computer systems and mobile devices.