Information Technology Service Desk

Job Description :

The IT Service Desk Specialist I is responsible for receiving, triaging, and resolving service requests and incidents related to computer systems, hardware, or software. This role provides support through various channels, including phone, email, online, or in person. When unable to resolve an issue, the specialist will follow established escalation procedures. Success in this position requires exceptional customer service, technical problem-solving skills, and the ability to multitask while maintaining organization to meet performance goals.

Responsibilities :

• Deliver support to end users on technology-related issues through multiple channels, such as phone, email, in person, or online chat. Troubleshoot and resolve technical issues using diagnostic tools and techniques within specified service levels.
• Own the lifecycle of service requests and incidents, from identification to resolution, ensuring accurate logging in the ticketing system and escalating as needed to senior technicians.
• Act as an advocate for users by identifying recurring issues, suggesting solutions to minimize future incidents, and providing best-practice guidance to end users.
• Set up new employee profiles, including hardware, software, network access, and security. Handle user account creation, deactivation, and management both locally and remotely.
• Monitor network and server systems to maintain reliability and prevent service interruptions.
• Perform user maintenance tasks in Active Directory and other vendor applications.
• Contribute to and maintain a knowledge base containing resolutions to known issues.
• Assist with imaging and deploying PCs and laptops, as well as provisioning and troubleshooting mobile devices, including iPhones.
• Perform additional duties as assigned.
Requirements :
• Education :
• High School Diploma or GED (required).
• Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• Experience :
• 1–2 years in a Help Desk or IT support role working with internal or external users (required).
• Hands-on experience with technologies such as Windows Servers, Active Directory, Exchange, System Center, and SharePoint (required).
• Basic knowledge of Storage Area Networks, databases, programming languages, and server virtualization (required).
• Skills and Certifications :
• Strong time-management skills with the ability to prioritize tasks and meet goals.
• Exceptional written and verbal communication skills.
• Outstanding customer service, technical reasoning, and problem-solving abilities.
• Certifications such as Microsoft Certification, HDI Certification, or CompTIA A are preferred.

This role is ideal for a motivated individual looking to provide top-tier technical support while growing their skills in a dynamic environment.