Service Desk Technician

Job Description

Role Summary
The Support Technician plays a critical role in ensuring seamless day to day technology operations for more than 200 schedulers and end users across a multi site environment. This position serves as the frontline resource for troubleshooting, resolving technical issues, and delivering exceptional customer support.

This individual will manage service requests, diagnose and resolve hardware and software issues, and support both onsite and remote users. The role requires strong communication skills, attention to detail, and the ability to independently manage multiple priorities while collaborating with broader IT teams.

Key Responsibilities

• Respond to service requests and technical inquiries from end users in a timely and professional manner

• Troubleshoot and resolve hardware, software, and connectivity issues across desktops, laptops, and peripheral devices

• Log, track, and prioritize incidents using a ticketing system to ensure timely resolution

• Provide remote and onsite support to users across multiple locations within a wide area network environment

• Assist with installation, configuration, and maintenance of software applications including Microsoft 365

• Install, maintain, and troubleshoot hardware including printers, laptops, and desktops

• Document common issues, solutions, and procedures while contributing to knowledge base content

• Collaborate with IT teams to escalate complex issues and support ongoing technology initiatives

Key Requirements

• Minimum of 3 years of experience supporting PC hardware, software, networking, and end user environments

• Strong technical knowledge of Microsoft operating systems, Microsoft 365 applications, and standard PC peripherals

• Experience working in a service desk or technical support environment preferred

• Familiarity with network operations, connectivity troubleshooting, and VPN technologies

• Demonstrated troubleshooting and problem solving skills with the ability to diagnose technical issues effectively

• Strong customer service orientation with excellent verbal and written communication skills

• Ability to manage multiple priorities and support a high volume user environment

• Strong interpersonal skills with the ability to build rapport and guide users through technical solutions