Service Desk Technician/Analyst

Job Summary

The Service Desk Technician/Analyst provides technical support to corporate employees, ensuring the smooth operation of IT services and systems. This role involves troubleshooting hardware and software issues, managing user accounts, and offering timely solutions to technical problems.

Primary Responsibilities

• Provide Technical Support: Respond to and resolve technical issues reported by corporate employees via phone, email, or ticketing system.
• Troubleshoot Issues: Diagnose and troubleshoot hardware, software, and network problems, providing effective solutions.
• User Account Management: Assist with the creation, modification, and deletion of user accounts in various systems and applications.
• Install and Configure Software: Install, configure, and update software applications and operating systems on employee workstations.
• Hardware Maintenance: Support the setup, maintenance, and repair of computer hardware, including desktops, laptops, printers, and mobile devices.
• Documentation: Maintain accurate records of support requests, solutions, and IT asset inventory.
• Training and Guidance: Provide guidance and training to users on best practices and the effective use of IT systems.
• Escalation: Escalate complex issues to senior IT staff or specialized teams as necessary.
• Continuous Improvement: Identify opportunities for improving IT services and processes and participate in their implementation.

Required Experience and Skills

• Technical Knowledge: Strong understanding of Windows and Mac operating systems, Microsoft Office Suite, and common enterprise software.
• Problem-Solving: Excellent troubleshooting and problem-solving skills.
• Communication: Strong verbal and written communication skills to effectively assist non-technical users.
• Customer Service: Exceptional customer service skills with a patient and empathetic approach.
• Time Management: Ability to prioritize and manage multiple tasks effectively.
• Team Collaboration: Ability to work well in a team-oriented environment and collaborate with colleagues.

Desired Experience and Skills

• Experience: Previous experience in a service desk or technical support role is preferred.
• Certifications: CompTIA A+, ITIL Foundation, or other relevant certifications are a plus.
• Networking: Basic understanding of networking principles and troubleshooting.
• Remote Support Tools: Experience with remote support tools and ticketing systems.
• Continuous Learning: Demonstrated commitment to staying current with new technologies and industry trends.

Education

• Education: Associate’s or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.