Service Desk Specialist

Title: Service Desk Engineer

Location: Princeton, NJ (Onsite) Rotation Shift

Position type: Full-Time 

Joining: ASAP (Urgent)

Salary : $52K

Key Responsibilities:

1. Technical Support:

• Provide first-line support for hardware, software, and network issues via phone, email, and in-person.
• Troubleshoot and resolve technical problems related to operating systems, applications, and network connectivity in windows and Mac operating systems.
• Escalate complex issues to higher-level IT teams or specialized departments when necessary.
• Good Knowledge of Windows OS and Mac OS.
• Handson experience in Active Directory,Exchange,O365.
• Troubleshooting Microsoft Office applications and other application related issues.

1. Incident Management:

• Record, track, and manage service requests and incidents using a ticketing system.
• Prioritize and categorize issues to ensure efficient resolution.
• Communicate with end-users to provide updates on the status of their requests and incidents.

1. User Management:

• Assist with user account creation, modification, and deletion.
• Manage permissions and access controls to ensure proper security measures are in place.
• Help Users with password resets.

1. System Maintenance:

• Perform routine maintenance tasks / tickets raised by the core computing team such as system updates, patches, and backups.
• Monitor system performance and report any anomalies or issues to the appropriate teams.

1. Documentation:

• Maintain accurate documentation of procedures, solutions, and configurations.
• Create and update knowledge base articles to assist end-users and other IT staff.

1. Customer Service:

• Provide a high level of customer service by being courteous, professional, and responsive.
• Handle user complaints and escalations with empathy and a focus on resolution.

1. Training and Development:

• Assist in the training of new team members and end-users on IT systems and procedures.
• Stay current with industry trends and technologies to provide effective support.

1. Compliance and Security:

• Ensure compliance with organizational policies, procedures, and security protocols.
• Report any security breaches or vulnerabilities to the appropriate teams.

Primary Skills:

• Proficiency in troubleshooting and resolving issues with operating systems (Windows, macOS) and common software applications.
• Familiarity with networking concepts, hardware components, and IT service management tools.
• Excellent problem-solving skills and the ability to work independently or as part of a team.
• Strong communication skills, both written and verbal, with a focus on customer service.
• Proficiency / Hand-on experience in Active Directory tasks and Microsoft Exchange.