IT Helpdesk Technician

Description

NextSilicon is reimagining high-performance computing. Our accelerated compute solutions leverage intelligent adaptive algorithms to vastly accelerate supercomputers, driving them forward into a new generation. Our new software-defined hardware architecture enables HPC to fulfill its promise of breakthroughs in all fields of advanced research.

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. In this role, you will serve as a vital link between our technology and our people, providing technical assistance with computer systems, hardware, and software to our global and on-site employees.

As a Help Desk Technician, you will respond to technical queries through multiple channels including email, chat, phone, and our ticketing system. You will leverage your technical expertise and excellent communication skills to diagnose and resolve issues ranging from basic to complex, while knowing when to escalate matters to specialized team members.

Requirements

• 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
• Hands-on experience with IT inventory management, procurement processes, and working with vendors and suppliers
• 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)

Responsibilities

• Serve as the first point of contact for employees seeking technical assistance via our help-desk 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
• Create and update technical documentation, knowledge base articles, and training materials
• Manage IT asset inventory and track equipment lifecycle from procurement to retirement, including stock levels, asset tagging, periodic audits, and secure disposal or recycling of equipment
• Manage IT inventory and stock of peripherals, consumables, and spare equipment, ensuring availability for onboarding, replacements, and ongoing needs
• Prepare and submit purchase requests and purchase orders for hardware, software licenses, and accessories, in line with approved budgets and company procurement procedures

What we offer:

• Opportunity to work with a growing, dynamic IT team
• Professional development and training opportunities
• Exposure to diverse technologies and learning experiences
• Collaborative and supportive work environment