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IT Service Desk Support

Summary

The Service Desk Technician will provide technical support to end-users, including troubleshooting and resolving hardware, software, and network-related issues. The technician will work closely with other support teams to escalate and resolve more complex issues. This individual will also be responsible for managing tickets and maintaining documentation.

Responsibilities

• Troubleshoot and resolve hardware, software, and network-related issues for end-users

• Maintain accurate records of all incidents and service requests in our ServiceNow ITSM platform


• Escalate incidents to Tier 3 support personnel or vendors as necessary


• Collaborate with other IT teams to resolve complex issues


• Ensure timely resolution of all incidents and service requests, meeting or exceeding service level agreements (SLAs)


• Document procedures and maintain knowledge base articles to improve first-call resolution rates


• Provide excellent customer service and maintain a positive, professional attitude

Qualifications

• 2+ years of experience in an IT Help Desk role


• Experience supporting Office 365 and Active Directory Services


• Working knowledge of Windows 10 and 11 operating systems and Microsoft Office suite


• Basic understanding of Networking


• Remote access technologies (VPN terminal services, published apps etc.)


• Preferred experience working with ServiceNow, Salesforce, and VMware


• Ability to assist others with complex issues in a professional manner


• Ability to manage and prioritize incidents, requests, and tasks


• Strong problem analysis and problem-solving skills


• Excellent written and verbal communication skills


• Resourceful, well organized, highly dependable, efficient and detail oriented