IT Service Desk Technician

Description

Blackstone Products is a dynamic and innovative organization committed to providing it’s employees exceptional IT services. We are seeking a skilled IT Service Desk Technician to join our team and play a vital role in supporting our employees' technology needs. 

The IT Service Desk Technician will be the first point of contact for technical support requests from end-users. This role requires a customer-focused individual with excellent problem-solving skills and a passion for technology. The ideal candidate will provide timely and effective support, ensuring minimal disruption to business operations. 

Key Responsibilities: 

• Respond to and resolve technical support requests via phone, email, instant messaging or ticketing system. 
• Troubleshoot hardware, software, and network-related issues for end-users. 
• Provide support for desktop and laptop computers, printers, and other IT equipment. 
• Assist with user account management, including password resets and access provisioning. 
• Document issues, solutions, and workarounds in the ticketing system and knowledge base. 
• Escalate complex issues to higher-level support teams or vendors as necessary. 
• Perform routine maintenance and updates on IT systems and equipment. 
• Educate users on IT policies and best practices to enhance system usage and security. 

Requirements

• Excellent written and verbal communication and interpersonal skills. 
• Associate's degree in information technology or a related field (or equivalent experience). 
• Proven experience in a technical support or service desk role. 
• Strong knowledge of Windows and MacOS operating systems. 
• Familiarity with Microsoft 365 applications 
• Availability for on-call rotation
• Ability to articulate technical issues clearly
• Basic networking concepts. 
• Ability to work independently and collaboratively in a team environment. 
• Strong organizational skills and attention to detail. 

Preferred: 

• Certifications such as CompTIA A  
• Expanded knowledge of networking concepts
• Experience with IT ticketing systems 
• Knowledge of remote management tools and VPN configurations. 

North Atlantic Imports, LLC is an equal opportunity employer. We consider applications for all positions without regard to race, color, religions, gender, gender identity, sexual orientation, national origin, age, veteran’s status or status as a qualified individual with a disability.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, activities, and reporting may change at any time with or without notice.