IT Helpdesk Technician

The IT Helpdesk Technician will be responsible for the assistance of the IT Helpdesk Coordinator with the operational management of the Luxembourg Institute of Health computing equipment (installation & maintenance of PCs, servers and software) and the management of the network and support users in their daily activities.

Key Accountabilities

• Handle, track, dispatch and escalate calls;
• Participate in the help desk by responding promptly to support requests from users, analyzing issues, and providing appropriate solutions;
• Conduct analysis, testing, and installation of company end-user devices, including but not limited to PCs, laptops, printers, tablets and smartphones;
• Perform daily team operations tasks such as email management, software and access management, and follow-up on assigned support requests with end-users and/or suppliers;
• Manage the network by creating and maintaining user accounts according to established security procedures;
• Update the software and hardware inventory;
• Oversee software deployment using SCCM;
• Administer VOIP and conference systems (Cisco) and manage antivirus software (Eset) daily;
• Provide daily reports to the IT Helpdesk Coordinator;
• Conduct user training and prepare documentation

Key Skills, Experience and Qualifications

• Technical degree in computer science (preferably a three-year higher education program);
• Minimum of 5 years' experience in managing computing equipment or providing helpdesk support;
• Strong organizational skills, team player, curious, flexible, with excellent analytical and problem-solving abilities, good interpersonal skills, and a helpful attitude;
• Excellent communication skills, with the ability to adjust to the technical level of the audience and explain complex concepts clearly;
• Eagerness to continually learn new skills, processes, technologies, and product knowledge;
• Proficient knowledge of SCCM current branch, including deployment, administration, configuration, troubleshooting, and maintenance in an enterprise environment;
• Understanding of networks, including IP, routing, firewalls, VPN, VOIP, WIFI, etc.;
• Language skills: fluent in French and English. Knowledge of another European Union language is an asset.

Gender Equality

The LIH is an equal opportunities employer. We are fully committed to removing any discriminatory barrier related to gender, and not only, in recruitment and career progression of our staff. The LIH is attentive to gender representation among its leadership staff and aims to eliminate obstacles to the recruitment and promotion of female leaders and their career development.