JOB DESCRIPTION TITLE: Level 1 Service Desk technician
• High proficiency with PC/Laptop, Printers, troubleshooting, repair, and diagnostics
• Handle incoming phone calls and tickets from a variety of sources including calls, emails, chat, and self-service portal.
• Provides support over the phone with documented procedures by resolving the requests/incidents.
• Work with other departments to resolve or escalate technical and non-technical issues.
• Provide technical and procedural assistance to resolve a wide variety of IT related requests and incidents, eg:
o Software installation & uninstallation issues
o Network Disconnection related issues
o Workstation/Laptop issue troubleshooting
o Outlook related issues
o User lifecycle management issues
• Log detailed work in the ITSM ticketing system. Assign Incidents to appropriate teams when necessary.
• Effectively utilizes knowledge base and other resources to resolve issues.
• Excellent oral/written communication and organizational skills required.
Qualifications
• Bachelor’s degree in computer/network engineering (preferred) or equivalent experience in a technical infrastructure role is required.
• 6 months to 1 year experience conducting IT service desk support.
• Proven experience supporting Windows operating system in an IT environment.
• Working knowledge of Microsoft Active Directory, Office 365 products, Microsoft teams, Printers, Windows operating systems, user onboarding/termination, Network Shared Drives, etc.
• Proven knowledge of network connectivity and troubleshooting.
• Highly proficient with ServiceNow or any ITSM product is preferred.
• Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.
• Strong communication skills and the ability to explain technical concepts to non-technical users.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• A strong problem-solving mindset and the ability to adapt to new challenges.
• A+, Network+, or comparable certification preferred but not required.
<p>JOB DESCRIPTION TITLE: Level 1 Service Desk technician<br> • High proficiency with PC/Laptop, Printers, troubleshooting, repair, and diagnostics <br> • Handle incoming phone calls and tickets from a variety of sources including calls, emails, chat, and self-service portal. <br> • Provides support over the phone with documented procedures by resolving the requests/incidents.<br> • Work with other departments to resolve or escalate technical and non-technical issues.<br> • Provide technical and procedural assistance to resolve a wide variety of IT related requests and incidents, eg: <br> o Software installation & uninstallation issues<br> o Network Disconnection related issues<br> o Workstation/Laptop issue troubleshooting<br> o Outlook related issues<br> o User lifecycle management issues<br> • Log detailed work in the ITSM ticketing system. Assign Incidents to appropriate teams when necessary.<br> • Effectively utilizes knowledge base and other resources to resolve issues.<br> • Excellent oral/written communication and organizational skills required.<br></p> <p>Qualifications<br> • Bachelor’s degree in computer/network engineering (preferred) or equivalent experience in a technical infrastructure role is required.<br> • 6 months to 1 year experience conducting IT service desk support. <br> • Proven experience supporting Windows operating system in an IT environment.<br> • Working knowledge of Microsoft Active Directory, Office 365 products, Microsoft teams, Printers, Windows operating systems, user onboarding/termination, Network Shared Drives, etc.<br> • Proven knowledge of network connectivity and troubleshooting.<br> • Highly proficient with ServiceNow or any ITSM product is preferred. <br> • Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.<br> • Strong communication skills and the ability to explain technical concepts to non-technical users.<br> • Ability to work in a fast-paced environment and prioritize tasks effectively.<br> • A strong problem-solving mindset and the ability to adapt to new challenges.<br> • A+, Network+, or comparable certification preferred but not required.<br></p>