What are the responsibilities and job description for the SERVICE DESK TECHNICIAN position at Franklin Fitch?
Job Specification : Service Desk Technician We are partnering with a leading Managed Services Provider (MSP) to recruit a talented Service Desk Technician who thrives in a dynamic, client-focused environment. This is an exciting opportunity to work with diverse technologies and provide critical support to end-users across various industries. The Role As a Service Desk Technician, you will serve as the first point of contact for technical issues, ensuring users receive timely and effective solutions. This role requires a combination of remote and onsite support, involving troubleshooting, system maintenance, and project-based tasks. Key Responsibilities Provide front-line technical support via phone and remote management tools to resolve service desk tickets. Support the setup, installation, and maintenance of hardware, software, and user accounts. Perform routine system maintenance and troubleshooting across customer environments. Deliver onsite support to clients for technical needs as required. Assess the impact of user requests, collect relevant details, and escalate issues when necessary. Create and update detailed documentation for internal teams and clients. Collaborate on project implementations, including server and firewall installations, migrations, and deployments. Communicate technical concepts clearly to non-technical users. Stay updated with emerging technologies to enhance support capabilities. Qualifications and Experience 13 years of experience troubleshooting end-user devices such as desktops, laptops, printers, and peripherals. Experience working in help desk / service desk environments, ideally supporting multiple clients. Familiarity with Microsoft Windows desktop and server operating systems. Strong knowledge of Microsoft products, including Office, Outlook, and Microsoft 365. Basic networking knowledge with the ability to diagnose and resolve connectivity issues. Excellent communication skills, both verbal and written. Highly organized and detail-oriented, with the ability to manage tasks independently. Customer-focused, with a friendly and collaborative demeanor. Professional appearance and conduct. Preferred Qualifications Associates or bachelors degree in Computer Science or a related field. Certifications such as CompTIA, Microsoft 365, or Cisco are highly desirable. Experience within a Managed Services Provider (MSP) environment is a strong advantage. Whats on Offer This position offers the opportunity to work in a fast-paced, technology-driven environment where your skills and expertise will make a real impact. Youll gain exposure to cutting-edge technologies and work collaboratively with a supportive and professional team. If you are passionate about technology and delivering exceptional customer service, we want to hear from you. Apply today to join this exciting team
