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Posted 12 June, 2026

Trainee- IT Helpdesk Technician

The Hackett Group
Telangana, India Full Time
Reference: 218_549837_908
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 enterprisebenchmarkingfirm to global companies, offering digital transformation including implementation of leading enterprise cloud applications, workflow automation and analytics that enable digital world class performance.
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