SKILLEDGUYANESE.COM Helpdesk Support Technician
Job Location
Description
The Helpdesk Support Technician provides remote technical assistance to users experiencing hardware, software, application, and connectivity issues. The role focuses on diagnosing and resolving common IT problems, assisting users with system access and configuration, and ensuring technical issues are addressed efficiently. The successful candidate will deliver responsive and professional support while maintaining accurate documentation of troubleshooting activities and resolutions.
Requirements
· Diploma or bachelor's degree in Information Technology, Computer Science, or a related discipline; equivalent experience may be considered.
· Previous experience in a helpdesk, desktop support, or IT technical support role; 2+ years is preferred.
· Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
· Basic understanding of computer hardware, software installation, and troubleshooting.
· Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPNs.
· Experience using remote desktop and remote support technologies.
· Familiarity with ticketing and IT service management systems.
· CompTIA A+ or equivalent technical certification.
· Microsoft 365 or Windows endpoint administration experience.
· ITIL Foundation certification.
· Experience supporting geographically distributed users and familiarity with endpoint management tools.
Responsibilities
· Provide remote technical support to end users experiencing IT-related issues.
· Diagnose and troubleshoot desktop, laptop, operating system, and software problems.
· Assist users with Microsoft Windows, Microsoft 365, Outlook, Teams, and other business applications.
· Troubleshoot basic network connectivity, VPN, wireless, and internet access issues.
· Assist with user account issues, password resets, and access-related requests.
· Provide remote assistance for application installation, configuration, and updates.
· Troubleshoot printer, peripheral, and workstation-related issues.
· Use remote support tools to access and troubleshoot user devices.
· Install, configure, and maintain supported software and endpoint applications remotely.
· Record troubleshooting activities, resolutions, and outstanding issues.
· Escalate complex or unresolved incidents to the appropriate technical teams.
· Follow established support procedures, security requirements, and service delivery standards.
C.R.A Guyana
Overview
Computer Resources of America (CRA) is an award-winning information technology solutions and managed services provider with more than 30 years of experience delivering innovative technology solutions to businesses and organizations. Headquartered in New York, CRA specializes in helping organizations optimize their IT infrastructure, strengthen cybersecurity, improve operational efficiency, and leverage technology to support their business objectives.
Through it's success with it's clients, CRA has expanded it's managed services to Guyana in 2023 under the name CRA Guyana to support their growing client base.
CRA provides a comprehensive portfolio of IT services, including Managed IT Services, Cybersecurity, Cloud Computing, IT Consulting, IT Staffing, and Regulatory Compliance. Its solutions are designed to support organizations of varying sizes, particularly mid-sized businesses, financial institutions, government agencies, and nonprofit organizations.
With a strong focus on proactive IT management, security, and technology modernization, CRA helps clients minimize operational disruptions, protect critical business information, and maintain reliable and scalable IT environments. The company combines technical expertise, strategic consulting, and ongoing support to deliver solutions aligned with each client's operational requirements and long-term business goals.
CRA has developed particular expertise in supporting industries with complex technology and regulatory requirements, including financial services and legal organizations. Its approach emphasizes tailored technology strategies, regulatory readiness, infrastructure reliability, and continuous improvement.
Through its longstanding industry experience, technical capabilities, and commitment to customer service, Computer Resources of America positions itself as a strategic technology partner, helping organizations navigate evolving IT challenges while maximizing the value of their technology investments.