Service Desk Associate II

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Job Description # Service Desk Associate II
* Respond to incoming support requests via phone, chat, email, and support tickets in a courteous and professional manner.
* Build strong working relationships with key operators, IT colleagues, and end users to deliver exceptional service.
* Prioritize and schedule support requests based on urgency and impact.
* Escalate complex issues to senior technicians or specialized teams as needed.
* Utilize diagnostic tools and utilities to troubleshoot hardware and software problems.
* Gain and maintain proficiency in the organization’s supported software and hardware systems.
* Perform hands-on technical tasks including software installation and upgrades, hardware setup, system configuration, and file backup implementation.
* Conduct routine preventative maintenance on workstations, printers, and peripheral devices.
* Follow up with users to ensure resolution and satisfaction post-support.
* Create and maintain user support documentation, including Knowledge Base articles and FAQs.
* 1–3 years of relevant experience in IT support or a related technical role.
* Strong communication skills and a customer-focused mindset.
* Demonstrated ability to provide technical, functional, and administrative support.
* General understanding of departmental systems, terminology, and procedures.
* Capable of performing routine tasks independently and solving basic technical issues.
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