Job Summary:

A Service Desk technician, also known as a Help Desk technician or IT Support technician, is responsible for providing technical assistance and support to end-users within an organization. They are the first point of contact for troubleshooting and resolving IT-related issues, ensuring that users can effectively and efficiently utilize technology systems and applications.

Responsibilities:

• Serve as the primary contact for users seeking technical assistance via phone, email, or in-person.
• Diagnose and resolve hardware, software, and network issues by asking pertinent questions, researching problems, and providing step-by-step instructions or solutions.
• Escalate complex or unresolved issues to appropriate IT personnel for further investigation and resolution.
• Install, configure, and troubleshoot computer systems, printers, software applications, and other IT equipment.
• Set up user accounts, permissions, and passwords within various systems.
• Provide guidance and training to end-users on basic software and hardware usage.
• Maintain accurate records of IT support requests, resolutions, and equipment inventory.
• Keep up-to-date with new technologies and industry trends to enhance technical knowledge and skills.
• Collaborate with other IT teams to ensure seamless delivery of services and resolution of technical problems.
• Follow established service desk procedures and standards to ensure efficient and effective support.

Skills Requirements:

• Proven experience as a Service Desk technician or in a similar customer support role.
• Strong technical knowledge of computer hardware, software, and operating systems.
• Proficiency in diagnosing and resolving technical issues in a Windows or Mac environment.
• Familiarity with help desk software, ticketing systems, and remote support tools.
• Excellent problem-solving and communication skills, both verbal and written.
• Ability to work under pressure and prioritize tasks in a fast-paced environment.
• Strong customer service orientation and a positive, professional demeanor.
• Willingness to learn and adapt to new technologies and processes.
• Attention to detail and strong organizational skills to maintain accurate records and follow procedures.

Education Requirements:

• High school diploma or equivalent is typically required.
• A bachelor's degree in computer science, information technology, or a related field is beneficial but not always mandatory.
• Relevant certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or ITIL Foundation can enhance job prospects.
• Prior experience in a customer service or technical support role is advantageous.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.