Service Desk Technician

Job Description

Key Responsibilities:

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• Provide end-user support by answering phone calls, responding to emails, and resolving technical issues in a timely manner.

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• Document all incidents and requests using the ticketing system.

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• Perform hardware and software installations, upgrades, and repairs on end-user workstations, laptops, and mobile devices.

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• Assist with the maintenance and troubleshooting of the network infrastructure, including switches, routers, and firewalls.

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• Collaborate with other IT staff to ensure that the technology infrastructure is secure, reliable, and efficient.

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• Provide guidance to end-users on the best practices for hardware, software, and network-related issues.

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• Participate in ongoing training and professional development activities to stay up-to-date on new technologies and best practices.

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Minimum Requirements:

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• Minimum of two years of experience in a technical support role.

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• Strong knowledge of Microsoft Windows operating systems and Microsoft Office applications.

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• Understanding of networking principles and experience with network administration tools.

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• Experience with Active Directory.

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• Excellent verbal and written communication skills, with an ability to explain technical concepts to non-technical users.

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• Strong customer service skills, with an ability to manage multiple priorities in a fast-paced environment.

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• Ability to work independently and as part of a team.

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Desirable Qualifications:

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• Associates Degree

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• A+ Certification

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• Experience working with networking equipment (routers, switches and hubs)

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