Information Technology Help Desk Technician

About the role

Join ZAPI GROUP's Infrastructure Team at the Poviglio headquarters as an IT Help Desk Technician. You will be the first point of contact for all IT‑related queries, handling initial triage, troubleshooting, and resolution of common hardware, software, and mobile device issues.

Key responsibilities

• Receive and manage Help Desk tickets through the IT Service Management platform.
• Perform first‑level troubleshooting for Windows workstations, Microsoft 365 applications, printers, peripheral devices, user accounts, passwords, and mobile devices.
• Escalate complex incidents to second‑level support or specialized teams.
• Support onboarding and offboarding activities, including account provisioning and device preparation.
• Diagnose and resolve basic second‑level issues related to Active Directory, Microsoft Entra ID, VPN connectivity, Microsoft Intune, and LAN/WAN/Wi‑Fi networks.
• Install, configure, and maintain company hardware and software.
• Create and update technical documentation and knowledge‑base articles.

Required profile

• High school diploma or Bachelor’s degree in electrical or scientific disciplines.
• No prior experience required for the role.
• Good written and spoken English.

Required skills

• Windows operating systems and laptops.
• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint).
• Printers and peripheral device support.
• User account access and password management.
• Mobile device (smartphone) troubleshooting.
• Active Directory and Microsoft Entra ID.
• VPN and remote‑access solutions.
• Microsoft Intune endpoint management.
• Basic networking (LAN, WAN, Wi‑Fi).