Job Description

Practice IT Job Code
Job Title Trainee / Intern Department IT Skill Helpdesk Employee Type Support Experience Minimum 6 Months Reporting Manager
Responsibilities

• Serve as the first point of contact for end-users seeking technical support via phone, email, or ticketing system.
• Troubleshoot and resolve hardware and software issues on Windows laptops and desktops.
• Support software installations, upgrades, and basic configuration using remote desktop tools.
• Perform basic network troubleshooting, including issues with connectivity, VPN, DNS, and Wi-Fi.
• Use remote access tools (e.g., AnyDesk, TeamViewer, RDP) to assist users with technical issues.
• Log, categorize, prioritize, and assign tickets within the IT ticketing system.
• Escalate unresolved problems to higher-level support as per escalation matrix.
• Document all support interactions, resolutions, and troubleshooting steps accurately.
• Support user onboarding/offboarding, including laptop setup, user account provisioning, and basic access rights.
• Adhere to internal SLAs and follow IT service management best practices.
• Participate in rotational shifts, including coverage for weekends and holidays if required.

Essential Skills Job

• Windows OS and hardware/software troubleshooting
• Networking fundamentals (IP, DNS, DHCP, VPN)
• Remote support tools and ticketing systems
• Software installation and system configuration
• Documentation and ticket updates
• Prioritizing multiple technical issues under pressure

Personal

• Ability to clearly explain technical issues to non-technical users.
• Analytical thinker who can troubleshoot under time pressure and find effective solutions.
• Able to handle multiple tasks, prioritize tickets, and meet SLAs
• Flexible and able to adjust to new technologies, processes, or shift schedules.
• Takes ownership of tasks, follows through, and ensures timely resolution of issues.

Preferred Skills Job

• Troubleshooting Outlook, OneDrive, Teams, SharePoint, etc
• Basic troubleshooting for iOS and Android in a corporate environment.
• Familiarity with tools like Windows Defender
• Handling common issues related to printers
• User account creation, password resets, and group membership changes.

Personal

• Clear verbal and written skills to explain issues and solutions
• Accurately logs tickets, documents solutions, and avoids mistakes.
• Adjusts easily to new technologies, changes in processes, or shift schedules
• Eager to learn and grow with evolving IT tools and environments.
• Maintains a positive and composed attitude even in high-pressure situations.

Other Relevant Information

The Hackett Group (NASDAQ: HCKT) is an intellectual property-based strategic consultancy and leading enterprise benchmarking firm to global companies, offering digital transformation including implementation of leading enterprise cloud applications, workflow automation and analytics that enable digital world class performance.