IT Service Desk Technician

JOB SUMMARY

The IT SERVICE DESK TECHNICIAN will be responsible for providing first-line technical support for our employees and clients. This role involves troubleshooting hardware, software, and network issues, responding to service requests, and ensuring timely resolution of IT incidents while maintaining a professional and helpful support experience.

JOB DUTIES AND RESPONSIBILITIES:

• SERVE as the first point of contact for IT support requests via phone, email, chat, or ticketing system.
• DIAGNOSE and resolve hardware, software, account access, and basic network issues for end-users.
• INSTALL, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, and other peripherals.
• ASSIST users with account management, access requests, password resets, and software support.
• MONITOR and respond to system alerts, service requests, and incidents.
• ESCALATE complex technical issues to higher-level IT teams as needed.
• DOCUMENT incidents, solutions, and troubleshooting procedures in the ticketing system.
• PROVIDE guidance and support to end-users on IT best practices and security awareness.
• ASSIST with IT asset tracking and inventory management.
• SUPPORT system updates, software installations, upgrades, and other assigned IT projects or initiatives.
• MAINTAIN professionalism and strong customer service while supporting users across the organization.
• PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.

EQUIPMENT OPERATED:

• Desktop and laptop computers (Windows and macOS)
• Monitors, docking stations, keyboards, mice, and webcams
• Mobile devices (smartphones and tablets)
• Printers, scanners, copiers, and multifunction devices
• VoIP phones, headsets, and conference room audio/video equipment
• Network equipment (routers, switches, wireless access points, and firewalls)
• Servers and uninterruptible power supplies (UPS)
• Standard office productivity software and remote support tools

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of Operating Systems (e.g., Windows, macOS, and basic Linux)
• Knowledge of networking fundamentals: IP addressing, LAN/WAN, Wi-Fi, VPN, and troubleshooting connectivity issues.
• Knowledge of computer hardware, peripherals, printers, and basic troubleshooting.
• Knowledge of standard desktop software installation, configuration, and support
• Ability to diagnose and resolve hardware, software, access, and connectivity issues in a timely and structured manner
• Ability to communicate technical information clearly and professionally to non-technical users
• Ability to provide strong customer service and maintain a positive support experience for end users
• Ability to work independently and as part of a team
• Ability to work under pressure and respond promptly to IT incidents
• Ability to manage time and prioritize tasks effectively
• Skilled in adaptability and willingness to learn new technologies
• Skilled in assisting with system updates, software deployments, and IT asset tracking

MINIMUM QUALIFICATIONS:

Associate’s or Bachelor’s degree in IT, Computer Science
1–3 years of experience in IT support, help desk, or technical support roles
Basic knowledge of Windows and/or macOS operating systems, networking, and common software applications
Familiarity with ticketing systems and remote support tools
Strong problem-solving and troubleshooting skills

PREFERRED QUALIFICATIONS

Certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate
Experience supporting cloud services
Knowledge of network troubleshooting
Ability to create user guides and technical documentation

SPECIAL QUALIFICATIONS

Must pass a criminal background check
Physical Requirements: Must be able to bend, stoop, kneel, and reach as needed to install and troubleshoot equipment, and must be able to lift and carry up to 25 pounds.
Must be AGILE. The ability to hold yourself and others Accountable, have a personal Growth mindset, ability to act with Integrity, ability to demonstrate Leadership attributes to motivate and support coworkers, and practice Everyday Improvement.

WORK CONDITIONS:
Works in a heated and cooled office environment

The above describes the general content and requirements for this job. It is not intended to be an all inclusive list of duties, responsibilities, or requirements.