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.
Requirements
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.