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).
• 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.
• Install, configure, maintain and troubleshoot a wide range of selected software, hardware and accessory components.
• Consult with end users to determine hardware, software and/or system function specifications.
• Perform hardware/software upgrades to existing computer equipment as required.
• Triage and complete operation service requests.

• 3 - 5 years’ experience in IT
• Associate degree or bachelor’s degree preferred
• Excellent Customer Service Skills
• Active Directory user and security group management
• Strong working knowledge of Windows 11
• Proficient with Microsoft O365
• SharePoint / Teams / One Drive
• Microsoft System Center (SCSM) suite
• PC Hardware Repair proficiency
• Experience / familiarity with telecommunication systems (Zoom phone)
• iOS (iPhone) and Android configuration and troubleshooting
• Audiovisual Equipment (Conference phones, Videoconferencing, Videoconferencing Management Systems, Flat Screen Displays)
• Expert understanding of desktop and laptop hardware components
• Mobile Devices and Telecommunications Services Associated with Devices (smartphones)
• General networking concepts

Demonstrates expertise in technical support, including troubleshooting hardware, software, and network issues while providing exceptional customer service. Proficient in managing user accounts and security groups in Active Directory, along with a strong understanding of Windows 11 and Microsoft O365 applications.