Service Desk Technician

Description

The Service Desk Technician will be responsible for servicing multiple sites with information system support. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties illustrate the scope of work for this role. Other related tasks may be assigned as needed.

• Serve as the first point of contact for end-user IT issues, including hardware, software, and network troubleshooting.
• Accurately log, categorize, and prioritize incidents and service requests in the ticketing system.
• Escalate unresolved issues to higher-tier support teams as necessary.
• Troubleshoot desktops, laptops, mobile devices, printers, peripherals, and applications.
• Assist users with common issues in Microsoft Office Suite and other standard business applications.
• Provide onsite support and document resolutions for knowledge sharing.
• Monitor and update open tickets to ensure timely resolution per service-level agreements (SLAs).
• Communicate ticket status and next steps clearly to users.
• Perform basic maintenance, updates, and configurations of Windows operating systems.
• Deploy security patches and software updates in accordance with company policies.
• Deliver excellent customer service while assisting users with technical inquiries.
• Document common issues and resolutions to enhance the knowledge base.
• Develop user guides and training materials for non-technical audiences.
• Coordinate with external vendors for issue resolution as needed.
• Support system upgrades and assists in on-boarding new technologies.

Qualifications

TECHNICAL SKILLS

• Proficiency in Microsoft Windows (Windows 10 and 11).
• Familiarity with server administration, including Active Directory, GPO, Exchange, DHCP, DNS (A records), RAID configurations, and hypervisor setup.
• Basic knowledge of Office 365 and endpoint protection solutions.
• Hands-on experience with desktops, laptops, printers, servers, and peripherals.
• Understanding of basic networking and connectivity troubleshooting (DHCP, DNS).
• Exposure to Remote Monitoring and Management (RMM) tools.
• Basic knowledge of backup and recovery processes.
• Ability to diagnose and resolve technical issues using online resources and documentation.

REQUIRED SKILLS

• Strong verbal and written communication skills for effective user support.
• Exceptional customer service with patience and empathy.
• Ability to manage multiple tasks in a fast-paced environment.
• Team-oriented mindset with proactive problem-solving skills.

REQUIRED EXPERIENCE

• Preferred: Associate’s degree in IT or related field.
• Required: Minimum of 2 years in an IT service desk or technical support role.
• Required: Helpdesk: 2 years
• Required: Windows: 2 years
• Preferred Certifications:
  • CompTIA A
  • CompTIA Network
  • CompTIA Security
  • Microsoft Fundamentals (AZ-900, MS-900, or SC-900)

Salary : $28 - $35