Job Details
We are seeking an IT Service Desk Technician to join our service desk support team. The IT Service Desk Technician will provide technical assistance and support related to computer systems, cloud services, hardware, and software. The IT Service Desk Technician role is to ensure proper computer operation so that end users can accomplish business tasks. This role will provide first- and second-level end user support. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests, escalating incidents when considered appropriate and necessary to maintain SLA expectations.
Problem resolution may involve diagnostic and help request tracking tools and requiring that the individual give in-person, hands-on help at the desktop level. The IT Service Desk Technician will also assist in the maintenance of our information technology systems and networks.
The technician will be responsible for providing new hires with proper technological equipment (i.e., laptops, monitors, phones etc.) and setup of access and accounts. You will perform both technical and administrative tasks to ensure functionality and efficiency of computer and telecom systems.
Responsibilities
- Provide first-contact support of incoming requests to the service desk locally and/or globally via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues; build rapport and elicit problem details from service desk customers
- Resolve issues related to Office 365 applications and cloud services
- Offer support for Windows and Mac-based laptops, including hardware and software troubleshooting
- Perform basic network administration tasks, including monitoring and maintenance of networks; manage office networking issues, including Wi-Fi, LAN, and connectivity problems
- Set up, troubleshoot, and repair printers and other peripherals
- Maintain an inventory of equipment, including laptops, printers, and related supplies
- Effectively prioritize incoming trouble tickets and schedule investigation and resolution accordingly to meet defined SLAs
- Escalate problems with accurate documentation to suitable experienced team member/manager, when required
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Research solutions through internal and external knowledgebase as needed
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Prepare and maintain all administrative documentation including equipment inventory, asset management, software licensing and system availability statistics for computer and network equipment, help sheets and FAQ lists for end users
- Coordinate and interact with other IT teams and functions as a liaison between IT and users to communicate end-user needs and ensure effective solutions are implemented
- Manage conferencing system in the office and ensure all systems are patched, updated and functional
- Utilize existing end user management tools to image, patch, deploy software and remote into user machines
- Manage corporate infrastructure, namely servers in multiple sites
- Contribute to technician knowledgebase as needed
- Reinforce SLAs to manage end-user expectations
- Provide suggestions for continual improvement and assist with assessment of new technologies for suitability within the organization
What You Bring to the Role
Education
- BA/BS or associate degree in IT, Computer Science, or related field
- Nice to have: certifications such as CompTIA A+, ITIL, Microsoft Certified Professional (MCP), or similar are advantageous
Knowledge
- 2+ years experience in a similar role providing first/second level service desk support in a corporate environment
- Knowledge and experience of computer hardware, including laptops, desktops, peripherals, switches, routers; PC and MacOS
- Knowledge of software deployment and automation tools for end user machines
- Prior experience and knowledge of service desk software and ticketing systems such as Freshservice, Freshdesk, ServiceNow, etc.
- Experience with desktop and server operating systems, including but not limited to Microsoft Windows 7-11, Server 2012-2022, Android, iOS and MacOS
- Working knowledge and experience of Microsoft Office 365, Azure cloud services, Teams, and Active Directory, VMware Virtualization, Intune, and Mobile device management tools
- Ability to troubleshoot and take apart computers and put them back together
- Nice to have: knowledge scripting with Batch, PowerShell, JSON, XML files
Skills and Abilities
- Demonstrated ability to work independently with general guidelines and little supervision
- Ability to conduct research into a wide range of computing issues as required
- Highly self-motivated with an attention to detail and an aptitude to learn; ability to absorb and retain information quickly
- Experience working in a team-oriented, collaborative environment; demonstrated mature and professional approach to work with an ability to instill a high level of confidence with others
- Excellent troubleshooting and problem-solving skills within a multi-faceted environment
- A cooperative approach to go the extra mile to achieve results
- Exceptional customer service skills and the ability to handle stressful situations
- Effective written and oral communication skills and interpersonal skills in dealings with team members and other stakeholders
- Superior command of written English with a demonstrated ability to produce quality documentation
- Ability to respond to change effectively
- Ability to observe WH&S requirements associated with electrical equipment, datacenter environments, and server equipment handling
Work Environment
We are a hybrid-remote workplace combining in-office and remote work to varying degrees based on role requirements and employee location. This position may involve occasional travel within North America.
This position may require the ability to participate in an on-call roster rotation.
This position requires the ability to operate power tools and the lift and transport of moderately heavy objects, such as computers and peripherals.