Service Desk Technician

The Service Desk Technician provides first-level and some second-level IT support to users through phone, email, live chat, and walk-in services. The role involves troubleshooting technical issues, resolving user queries, escalating complex problems, and ensuring timely support for both on-site and remote users.

Key Responsibilities

• Respond to IT support requests via telephone, email, live chat, and walk-ins.

• Provide first-level and basic second-level technical support to users.

• Troubleshoot and resolve hardware, software, network, and connectivity issues.

• Support on-site and remote users.

• Set up new user accounts and perform password resets.

• Escalate complex technical issues to second-line support teams.

• Track and follow up on unresolved support requests until closure.

• Assist with software installation and troubleshooting.

• Maintain and update service desk records and web pages.

• Ensure compliance with IT security policies and procedures.

• Provide 24/7 technical support on a shift basis.

• Maintain issue logs and report administrative and security concerns.

• Support the service desk team with daily technical activities.

• High School Diploma; a Degree in an IT-related discipline is preferred.

• Minimum 3 years of experience as an IT Service Desk Analyst or in a similar role.

• Strong computer and technical troubleshooting skills.

• Familiarity with Windows, Mac, and Linux operating systems.

• Knowledge of Wi-Fi, cellular technologies, and general IT troubleshooting.

• Good customer service and communication skills.

• Ability to troubleshoot and resolve user technical issues.

• Good teamwork and problem-solving abilities.

• Ability to work in a 24/7 shift-based environment.