Helpdesk Agent

Location: Targu-Mures

Job Type: Full-time (temporary 1 year)

Role Summary

The Entry-Level Helpdesk Agent is responsible for providing first-line technical support to internal users, ensuring timely resolution of IT issues and delivering an excellent service experience. This role is suitable for individuals at the beginning of their IT careers who are eager to learn, grow, and support day-to-day technology operations in a dynamic environment.

Key Responsibilities:

Technical Support

• Respond to incoming support requests via phone, email, ticketing system, or chat.
• Provide troubleshooting for hardware, software, and network-related issues.
• Assist users with password resets, installation of applications, and configuration of devices.
• Log all incidents and service requests accurately in the ITSM system.
• Escalate unresolved issues to second-level support teams when necessary.

Customer Service

• Communicate clearly and professionally with non-technical users.
• Maintain a high level of customer satisfaction through empathy, patience, and follow-up.
• Prioritize and manage multiple open tickets effectively.

Systems & Processes

• Follow Helpdesk operating procedures, including incident classification, escalation paths, and documentation standards.
• Help maintain knowledge base articles and user guides.
• Participate in onboarding support for new employees (device setup, accounts, access).

Qualifications:

• Education & Experience:High school diploma or equivalent (required).
• Technical studies, certifications, or coursework in IT (preferred but not mandatory).
• No prior experience required; internship or volunteer technical support is a plus.
• Basic understanding of Windows OS, Office, and common business applications.
• Familiarity with PC hardware, printers, mobile devices, and basic networking concepts.
• Strong problem-solving mindset and willingness to learn.
• Good communication skills in English.
• Ability to remain calm and focused under pressure.

What We Offer

• Opportunity to develop IT skills in a supportive environment.
• Training and mentorship from senior IT colleagues.
• Potential career paths into System Administration, Network Support, or IT Operations.
• Exposure to enterprise technology tools and processes.