Job Description
Central Asia Raya Life Insurance is seeking a motivated and customer‑focused IT Help Desk Specialist to join our dynamic technology team in Jakarta Barat. In this role, you will be the first point of contact for employees facing technical challenges, providing prompt, courteous, and effective support for a wide range of hardware, software, and network issues. You will work closely with IT administrators and other departments to ensure seamless operations, maintain high user satisfaction, and contribute to the continuous improvement of our IT services.
The ideal candidate possesses strong troubleshooting skills, a solid understanding of desktop operating systems, and excellent communication abilities. You will be responsible for logging and tracking incidents in our ticketing system, escalating complex problems when necessary, and documenting solutions to build a knowledge base that benefits the entire organization. This position offers a great opportunity to grow your technical expertise while making a tangible impact on the productivity and satisfaction of our workforce.
If you are passionate about technology, enjoy helping others, and thrive in a fast‑paced environment, we encourage you to apply and become a vital part of our IT support team.
Responsibilities
- Respond to incoming IT inquiries via phone, email, and ticketing system in a timely and professional manner.
- Diagnose and resolve desktop hardware, software, and peripheral issues for Windows, macOS, and Linux environments.
- Install, configure, and update operating systems, applications, and security patches.
- Manage user accounts, password resets, and access permissions in Active Directory and other directory services.
- Escalate complex or unresolved issues to appropriate IT specialists while maintaining clear communication with end‑users.
- Maintain accurate records of all support activities, solutions, and knowledge base articles.
- Assist with the setup and deployment of new workstations, laptops, and mobile devices.
- Participate in IT projects, routine maintenance tasks, and contribute to process improvement initiatives.
Qualifications
- Minimum diploma or bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience in an IT help desk, technical support, or desktop support role.
- Strong knowledge of Windows operating systems (10/11) and familiarity with macOS and Linux.
- Experience with ticketing systems such as Zendesk, ServiceNow, or Jira Service Management.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Familiarity with Active Directory, group policy, and user provisioning.
- Excellent interpersonal and communication skills, with a customer‑service mindset.
- Ability to prioritize tasks, work independently, and thrive in a team‑oriented environment.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.