IT Helpdesk Technician at Ryvyl Inc – San Diego, California

We are seeking a Help Desk Technician to provide first-level technical support to our employees. This position will be responsible for resolving technical issues, maintaining IT systems, and ensuring high-quality customer service. This role requires strong technical skills, excellent communication abilities, and a customer-centric approach.

Job Roles & Responsibilities:

• Identify, diagnose, and resolve technical issues related to hardware, software, and network systems. Provide solutions via phone, email, or in-person support.
• Clearly communicate technical information to users, document all interactions, and maintain accurate records of issues and resolutions using IT Service Management (ITSM) tools.
• Prioritize and escalate complex issues to higher-level support teams as necessary, ensuring timely resolution and minimal downtime.
• Contribute to the development and maintenance of the IT knowledge base by documenting common issues and solutions.
• Deliver exceptional customer service, ensuring user satisfaction and resolving issues efficiently.
• Assist in maintaining software licenses, updating systems, and ensuring compliance with IT policies.
• Work closely with other IT teams to resolve technical problems and improve IT services.

• 1-3 years of experience in a help desk or technical support role.
• Proficiency in operating systems (Windows, macOS).
• Knowledge of network fundamentals (TCP/IP, DNS, DHCP).
• Bachelor's degree in computer science, Information Technology, or a related field.

Preferred Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work in a fast-paced environment with multiple priorities.
• Customer service orientation with patience and empathy
• Familiarity with common software applications and ITSM tools.