Service Desk Technician

Responsibilities:

Technical Support: Provide first-level technical support and assistance to end-users via phone, email, or in-person. Troubleshoot and resolve hardware, software, and network-related issues in a timely manner.

Ticket Management: Log all service requests and incidents in the help desk ticketing system. Prioritize and manage ticket queues to ensure timely resolution of user issues. Escalate unresolved issues to appropriate IT teams or senior technicians as needed.

Hardware and Software Support: Install, configure, and maintain desktops, laptops, printers, peripherals, and software applications. Assist users with software installations, updates, and patches. Perform hardware upgrades, replacements, and repairs as required.

User Account Management: Administer user accounts, passwords, and permissions in accordance with IT security policies. Set up and configure user profiles, email accounts, and access rights. Manage user provisioning and de-provisioning processes.

Remote Support: Provide remote assistance and troubleshooting for off-site users and remote offices. Utilize remote desktop tools and software to troubleshoot issues and provide technical support to users working from home or traveling.

Documentation and Knowledge Base: Create and maintain documentation, knowledge base articles, and FAQs to support self-service resolution of common IT issues. Document troubleshooting procedures, solutions, and best practices for future reference.

IT Asset Management: Assist in managing IT assets, including inventory tracking, asset tagging, and disposal. Conduct periodic audits to ensure accuracy of asset records and compliance with asset management policies.

Training and Awareness: Provide training and guidance to users on IT systems, applications, and best practices. Promote IT security awareness and educate users about cybersecurity threats, phishing attacks, and data protection measures.

Qualifications:

Associate degree or certification in IT-related field preferred.

1-2 years of experience in a technical support or help desk role.

Strong knowledge of desktop operating systems (Windows, macOS) and Microsoft Office suite.

Familiarity with ITIL principles and help desk ticketing systems (e.g., ServiceNow, Remedy).

Excellent communication and customer service skills, with a friendly and patient demeanor.

Ability to troubleshoot technical issues methodically and effectively.

Strong attention to detail and organizational skills.

Ability to work independently and as part of a team in a fast-paced environment.