IT Service Desk Technician

Job Summary

We are seeking an IT Service Desk Analyst to provide first-level technical support for end users in a fast-paced enterprise environment. This individual will be responsible for managing and resolving support requests through Service Now, troubleshooting a wide range of hardware, software, and connectivity issues, and delivering exceptional customer service. The ideal candidate will possess strong troubleshooting abilities, a sense of urgency, and the ability to prioritize competing tasks with minimal supervision.

Key Responsibilities

+ Provide Tier 1 technical support for end users via Service Now, handling approximately 15-20 tickets per day and managing up to 30 active tickets daily.

+ Troubleshoot and resolve issues related to password resets, Microsoft Outlook, Microsoft 365 applications, VPN connectivity, printer configurations, operating system errors, and desktop support incidents.

+ Investigate, diagnose, and resolve technical issues while maintaining high levels of customer satisfaction.

+ Review tickets for accuracy and completeness, identifying information gaps and ensuring quality documentation.

+ Work closely with Senior Service Desk Analysts and escalation teams to resolve complex technical issues.

+ Support and administer file shares, permissions, and security using technologies such as NTFS, DFS, and Citrix Share File.

+ Assist in the creation, maintenance, and improvement of IT support processes and knowledge articles.

+ Identify recurring issues and trends within the service desk environment and recommend solutions to reduce ticket volume and improve service delivery.

+ Participate in an on-call support rotation as needed.

+ Document troubleshooting steps, resolutions, and support procedures within the ticketing system.

Required Qualifications

+ 2+ years of IT Service Desk, Help Desk, or Technical Support experience.

+ Experience supporting a combination of enterprise software applications and end-user technologies.

+ Experience working within Service Now or a similar ITSM ticketing platform.

+ Strong troubleshooting, analytical, and diagnostic skills.

+ Experience supporting Microsoft Office and Microsoft 365 applications.

+ Knowledge of Windows operating systems and desktop troubleshooting.

+ Basic understanding of networking technologies, including DNS, DHCP, VPNs, and TCP/IP.

+ Strong communication, active listening, and customer service skills.

+ Ability to prioritize workload and manage multiple support requests simultaneously.

+ Familiarity with ITIL processes and service management best practices.

Preferred Qualifications

+ Experience supporting Active Directory environments, including user account administration and authentication troubleshooting.

+ Familiarity with Kerberos authentication.

+ Experience supporting Citrix-hosted applications and Citrix Share File.

+ Experience provisioning and supporting Cisco phone systems.

+ Basic scripting or automation experience.

Nice-to-Have Skills

+ Solar Winds monitoring and alerting experience.

+ Microsoft SQL Server experience.

+ Exposure to automation technologies and processes.

+ Experience supporting manufacturing or operational technology environments, including PLCs and GE Proficy.

Desired Skills

+ Excellent customer service and interpersonal skills.

+ Strong sense of urgency and ownership.

+ Ability to work independently with minimal supervision.

+ Detail-oriented approach to ticket management and documentation.

+ Continuous improvement mindset with the ability to identify trends and recommend process enhancements.

Job Type & Location

This is a Contract to Hire position based out of Raleigh, NC.

Pay and Benefits

The pay range for this position is $20.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA)…