Service Desk Technician

Responsibilities

• Provide technical software, hardware and network problem resolution support and technical guidance to end users.
• Document, test, create or modify computer systems, instructions and procedures.
• First line support for all end user IS requests (Service Desk / Help Desk), including but not limited to computer and laptop, printers, software and mobility requests.
• Review and troubleshoot reported incidents and service requests daily. Identify, diagnose and resolve technical support issues with end users within prioritized timeline.
• Document status, progress notes and resolutions in service desk tracking system.
• Consult with end users to determine hardware, software and/or system function specifications, identify technical assistance requirements and advise users on service requests and service tickets.
• Perform hardware/software upgrades to existing computer equipment as required.
• Triage and complete operation service requests, including but not limited to hardware repair, printers, PC optimization, PC/Thin Client set‑ups, telephone set‑ups and user account management.

• 3 - 5 years’ experience in IT
• Associate degree or bachelor’s degree preferred

Demonstrates expertise in providing technical support for software, hardware, and network issues, ensuring efficient resolution of end user requests. Proficient in documenting processes and troubleshooting incidents to enhance user experience and system functionality.

• Service Desk Tracking System
• Computer Systems
• Printers
• Laptops
• Mobility Devices