IT Service Desk Technician

Job Description

Job Description

Job Summary :

The IT Service Desk Technician acts as the face of the help desk, providing customer service and first-tier technical support to end users for a variety of technical issues related to applications, hardware, and associated peripherals.

This role is responsible for the resolution of service tickets in a timely manner as well as providing documentation to assist with future resolution.

They must be detail oriented and have excellent problem-solving skills to diagnose, evaluate, and resolve complex issues while minimizing support escalation and leaving a positive impression with our users.

Key Responsibilities :

• Provide First-Level Support : Respond to and resolve IT service requests via phone, e-mail, and in-person.
• Ticket Management : Record, track, and document all problem-solving processes, including all troubleshooting steps taken, through to final resolution.
• Troubleshooting : Diagnose and resolve hardware and software issues involving PCs, laptops, printers, and other peripherals as necessary.
• User Support : Assist with onboarding new employees, including setting up hardware, software, access to resources, and providing an overall positive first impression for the user.
• Documentation : Create and update documentation and knowledge base articles for both end users and IT personnel.
• Applications : Install, configure, and maintain applications and operating systems as needed.
• Endpoint Management : Aid in the administration of endpoint configuration and imaging tools for managing the entire lifecycle of a workstation from deployment to refresh.
• Security : Strictly adhere to maintain all IT security policies and procedures as defined.
• Asset Management : Manage all IT hardware and software inventory and licensing.
• Customer Service : Provide enthusiastic customer service and communication ensuring both high levels of satisfaction and an overall positive impression of the support organization.

Qualifications :

Education and Experience :

• Associate's degree in Information Technology, Computer Science or related field, or equivalent work experience.
• At least 1-2 years of experience in a technical support role or similar position.

Technical Skills :

• Proficiency in Windows and macOS operating systems.
• Basic knowledge of network and server management.
• Familiarity with IT Service Management (e.g. ServiceNow, Jira Service Management, Freshdesk).
• Solid understanding of cybersecurity principles and best practices.
• Experience with remote desktop applications and help desk management software.

Soft Skills :

• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication.
• Ability to work independently and as part of a team.
• Strong organizational and time management.
• Ability to handle multiple tasks and prioritize effectively.

Physical Requirements :

• Ability to lift and move computer equipment, up to 50 pounds.
• May require prolonged periods of sitting at a desk and working at a computer.

Work Environment :

• Office environment with occasional off-site support.
• May require occasional evening or weekend work to perform maintenance or upgrades.

Disclaimer

This position description is not intended, and should not be considered as, an exhaustive list of all responsibilities, skills, effort or working conditions associated with the job.

It is intended to be an accurate reflection of those principal job elements essential for making decisions related to job performance, personal development, and compensation.