IT Service Desk Technician

Job Description

rovide IT service desk and technical support to users

• Tickets in the que so schedule with customers, compliance projects/backend, endpoints physically mapped out
• Maintain in-house and remote computer systems, desktops, and peripherals. This includes installing, upgrading, and repairing all hardware and equipment while optimizing system performance.
• Troubleshoot problem areas accurately and provide end-user training where required.
• Evaluate and respond to service requests in a timely manner with a resolution.
• Perform analysis and diagnosis of routine PC problems for end-users.
• Recommend and implement solutions.
• Install, configure, test, maintain, and troubleshoot end-user workstation software/hardware, networked peripheral devices, and networking software/hardware products.
• Maintain an inventory of all IT assets including the history of hardware failure, repair, installation, and removal.
• Construct and test customized configurations based on different platforms and operating systems.
• Monitor and test PC performance and provide statistics and reports.
• Maintain communications with end-users to ensure systems meet our needs With guidance, perform periodic system maintenance
• Place vendor service calls to resolve hardware or software failures
• Coordinate with end-users and technical staff to maintain systems that use industry best practices to meet our goals, while maintaining the security of the data, system, and network.
• Produce metrics, project status reports, and operating status reports for management and team members
• Perform and document routine problem analysis and resolution design for systems
• Support, communicate, and defend the values and culture of the organization
• Maintain and enforce network and information security in accordance with company policy
• Extended or after-hours support is required
• Occasional travel to other sites required <15%

Skills and Requirements

• 4+ years' Service/Help Desk experience (customer face to face experience)
• Level 2-3
• Problem-solving skills
• Account management using MS Active Directory/Azure
• Support of PC and Mac OS - enterprise level
• Mobile device manager - ABMF or something similar
• Support of MS Office Suite/O365/Google Suite
• Maintain accurate records using a ticket management system, i.e., ManageEngine, Zendesk, etc. --- NewsMax use zoho servicedesk, SLAs, updates or any ITSM
• Understanding of current principles and practices of IT support
• Familiarity of IT Service Desk functionality and maintenance procedures
• Experience with IT consulting or customer service
• Ability to work in a collaborative, cross-functional team environment
• Printer/computer experience example: Map a printer with a pc
• Endpoint management experience
• Excellent Communication & professionalism

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].