it service desk technician

Integrity Express Logistics

<div>
 The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively within the team and to end-users. As a member of the IT Service Desk, the IT Service Desk Technician will work closely with senior team members to implement predefined processes and assists with the creation of new SOPs, Knowledge Base articles, and other forms of support documentation.
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 <br/>
 <strong>
  Position Description (Essential Duties &amp; Responsibilities)
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Support and troubleshoot workstation, software, and network related issues
  </li>
  <li>
   Perform systems administration for Office 365, Active Directory, and workstations across multiple locations
  </li>
  <li>
   Escalate issues through the proper channels with detailed information
  </li>
  <li>
   Manage incidents according to urgency and impact
  </li>
  <li>
   Clearly document support issues and all resolution steps in ticketing system
  </li>
  <li>
   Monitor trends from reported incidents to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption
  </li>
  <li>
   Update incidents and request, while maintaining good communication with the end-user until issue is resolved
  </li>
  <li>
   Provide Telephony administration and support using Ring Central
  </li>
  <li>
   PC hardware imaging, and configuration
  </li>
  <li>
   Consistent and accurate updating of Asset information in the CMDB
  </li>
  <li>
   Workstation setup and cable management
  </li>
  <li>
   Create and update Knowledge Base articles including, technical, and self-help documents
  </li>
  <li>
   Ability to lift and carry IT hardware
  </li>
  <li>
   Up to 10% travel possible
  </li>
  <li>
   Perform additional duties as necessary
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Knowledge/Skills/Experience
  <br/>
  <br/>
 </strong>
 Basic (Required)
 <br/>
 <br/>
 <ul>
  <li>
   1-3 years of Service Desk, Help Desk or Support Center experience
  </li>
  <li>
   Proficient technical support skills with Dell and Apple hardware, Windows 10, macOS, iOS and Android devices
  </li>
  <li>
   3+ years of experience troubleshooting technology related issues
  </li>
  <li>
   Practical understanding of Group Policy, Active Directory, DNS and DHCP etc.
  </li>
  <li>
   Experience supporting PC&rsquo;s in a Windows Active Directory environment
  </li>
  <li>
   Prior experience using remote tools such as Beyond Trust Remote Support
  </li>
  <li>
   Ability to work well independently and as part of a team
  </li>
  <li>
   Excellent written, verbal, and interpersonal communications skills
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   4+ years of experience working as a Service Desk Technician
  </li>
  <li>
   A+ Certification, Network+ Certification
  </li>
  <li>
   Associates or bachelor&rsquo;s degree in an IT related discipline
  </li>
  <li>
   Knowledge of Information Technology Service Management (ITSM) systems
   <br/>
   <br/>
  </li>
 </ul>
 We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at HR@intxlog.com or call 1-888-374-5138 ext. 4.
 <br/>
 <br/>
 US Based Employees - At IEL, we are committed to providing equal employment opportunities for all persons, regardless of age, ancestry, color, religious creed (including religious dress or grooming practice), family and medical care leave status, disability (mental and physical) including HIV and AIDS, marital status, medical condition (including cancer and genetic characteristics), genetic information, military status, protected veteran status, status as a victim of domestic violence or stalking, familiar status, national origin, race, sex, pregnancy, childbirth, breastfeeding or related medical condition, gender identity or expression, sexual orientation and or any other category protected by law.
</div>


IT Service Desk Technician

Virginia Department of Motor Vehicles

<div><div><div><ul><li>5103368
</li></ul></div><div><ul><li>Richmond, Virginia, United States
</li></ul></div><div><ul><li>Department of Motor Vehicles
</li></ul></div><div><ul><li>Information Technology
</li></ul></div><div><ul><li>Full-Time (Salaried)
</li></ul></div><div><ul><li>Closing at: Apr 20 2026 - 23:55 EDT
</li></ul></div><div><ul><li>Department of Motor Vehicles</li></ul></div></div><p></p><div><br>
</div><div><p><b>Title:</b> IT Helpdesk Technician, Position no. 04379</p>
<p><b>
State Role Title:</b> Info Technology Specialist I</p>
<p><b>
Hiring Range:</b> $47,680.00 - $54,832.00</p>
<p><b>
Pay Band:</b> 4</p>
<p><b>
Agency:</b> Department of Motor Vehicles</p>
<p><b>
Location: </b>ARCHITECTURE OFFICE</p>
<p><b>
Agency Website:</b> www.dmv.virginia.gov</p>
<p><b>
Recruitment Type:</b> General Public - G</p>
<p><b>
Job Duties</b></p>
<p>
The Virginia Department of Motor Vehicles is looking to hire an IT Help Desk Technician, for a position within its IT Services Administration, at our headquarters location in Richmond, VA.</p>
<div>
The IT Help Desk Technician is responsible for creating, updating, and resolving level I and II incidents, as well as service requests, created by DMV employees, VITA, and various vendors and service providers that are crucial to DMV Service Delivery. Additionally, they are responsible for triaging and escalating high priority incidents to the applicable support team. Their responsibilities will include, but are not limited to:<br>
<ul><li>Logging in to the call center telephone queue on a rotating basis, Monday - Saturday.</li><li>Using ManageEngine Service Desk Plus for incident and service request management.</li><li>Active Directory Account Management, including password changes, account unlocks, group membership.</li><li>Other Account Management, including password changes, account unlocks, group membership.</li><li>Customer Queuing System, including account management and general troubleshooting.</li><li>OKTA Admin, including account management and general troubleshooting.</li><li>Customer Service Center, including DMV specific software, OS, and hardware general troubleshooting.</li><li>Customer Call Center, including DMV specific software, OS, and hardware general troubleshooting.</li><li>Headquarters Support, including DMV specific software, OS, and hardware general troubleshooting.</li><li>Reviewing Splunk live dashboards and reporting possible network degradations.</li><li>Triaging high priority incidents in preparation for escalation.</li><li>Escalating high priority incidents to the correct support groups.</li><li>Creating applicable support documentation for publishing to the knowledge base.</li><li>First point of contact for issues and concerns with OnBase</li><li>Provides additional support as needed for Voice Technology Services Group</li></ul><br>
The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves a wide array of businesses, including dealers, fuels tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates upon five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT). We don&rsquo;t just talk about our core values, we live them!</div>
<p><b>
Minimum Qualifications</b></p>
<ul><li>Experience in Microsoft Active Directory and managing user accounts.</li><li>Experience in network troubleshooting, including IP and DNS related incidents.</li><li>Troubleshooting Microsoft Windows Operating Systems and Microsoft Office Products.</li><li>Troubleshooting Google-Suite applications.</li><li>Experience working with Incident/Request Management systems.</li><li>Knowledge of two-factor authentication.</li><li>Experience in remote desktop tool sets, such as RDP or LogMeInRescue.</li></ul><p><b><br>
Additional Considerations</b></p>
<ul><li>Troubleshooting DMV software systems and related hardware</li><li>Experience in a technical call center help desk is preferred</li></ul><p><b><br>
Special Instructions</b></p>
<p>
You will be provided a confirmation of receipt when your application and/or r&eacute;sum&eacute; is submitted successfully. Please refer to &ldquo;Your Application&rdquo; in your account to check the status of your application for this position.</p>
<p>
You will be provided a confirmation of receipt when your application and/or r&eacute;sum&eacute; is submitted successfully. Please refer to &ldquo;Your Application&rdquo; in your account to check the status of your application for this position.<br>
<br>
Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.<br>
<br>
All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.<br>
<br>
As a condition of employment, the DMV will be alerted of any convictions for moving violations, including license suspension.<br>
<br>
Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc., in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience and years of experience to properly assess your skills in the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.</p><br>
<p><b>
Contact Information</b></p>
<p>
Name: DMV Employment</p>
<p>
Phone: 804-367-0528</p>
<p>
Email: employment@dmv.virginia.gov</p><br>
<p></p>
<p>
In support of the Commonwealth&rsquo;s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging &amp; Rehabilitative Services (DARS), or the Department for the Blind &amp; Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.</p>
<p>
Note<b>:</b> Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.</p></div></div>

IT Helpdesk Technician, Position no. 04379

Sungrow

<div>
 <p>
  IT Support Technician The Company: Sungrow Power Supply Co., Ltd. (Stock code: 300274) is a globally recognized renewable energy company, specializing in R&amp;D, manufacturing, and services for solar, wind, energy storage, hydrogen, and electric vehicle solutions. Established in 1997, Sungrow is known for its innovative photovoltaic inverters, wind converters, EV chargers, energy storage systems, and hydrogen production technologies. Its products are sold in over 180 countries, with a cumulative installed capacity exceeding 740 GW by the end of 2024. Sungrow has contributed to national standards and holds numerous core technologies. With multiple industry awards and advanced R&amp;D centers, it ranks among the global leaders in clean energy. Guided by its mission &ldquo;Clean power for all,&rdquo; Sungrow continues to drive innovation and global sustainability.
 </p>
 <p>
  <br/>
 </p>
 <p>
  IT Support Technician:
 </p>
 <p>
  The IT Support Technician serves as the first point of contact for employees needing technical assistance at Sungrow USA&rsquo;s Houston office. This role provides Tier 1 and Tier 2 support, resolving basic IT issues, managing support tickets in ServiceNow, and troubleshooting hardware and software problems. Responsibilities include onboarding and offboarding employees, ensuring seamless access to the tools and systems required for their roles. The IT Support Technician directly impacts employee productivity and satisfaction by delivering prompt and effective IT support. The position offers opportunities to solve a variety of technical challenges, contribute to process improvements, and help shape the overall employee experience at Sungrow USA. Support is also provided to senior IT team members by helping manage their workload, coordinating documentation, and escalating complex issues as needed.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This is an on-site position, requiring regular work at the Sungrow USA corporate office in Houston for approximately 80 to 100 percent of scheduled time. Employees must live within a reasonable commuting distance of the office, using personal judgment regarding commute time and cost.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Essential Duties and Responsibilities: &bull; Serve as the first point of contact for IT support requests via ticketing system, chat, phone, and email. &bull; Provide Tier 1 and Tier 2 technical support for Sungrow USA, including desktops, laptops, mobile devices, printers, and other IT equipment. &bull; Diagnose, troubleshoot, and resolve hardware and software issues promptly. &bull; Manage support tickets in ServiceNow, including ticket intake, assignment, escalation, and closure. &bull; Monitor and prioritize incoming service requests, ensuring timely and accurate IT support. &bull; Conduct onboarding and offboarding activities for employees, including account setup and access management. &bull; Maintain and update IT documentation, escalation paths, knowledge base articles, and SOPs. &bull; Track and report on service level agreements (SLAs), ticket volume, and resolution metrics. &bull; Maintain hardware and software inventory, licensing, and asset records. &bull; Manage Service Catalog items and ensure CMDB accuracy. &bull; Support and maintain user account information, access privileges, and security groups. &bull; Assist with ServiceNow platform optimization and stay current with new features. &bull; Contribute to the development and implementation of IT policies, procedures, and best practices. &bull; Deliver user training and IT communications. &bull; Support ISO 27001 and SOC 2 compliance initiatives and assist with audits. &bull; Drive process improvements and automation, implementing ITIL-aligned best practices. &bull; Collaborate with engineers and other technical staff to resolve systemic issues and streamline workflows. &bull; Recommend improvements to IT service delivery and support process enhancements. &bull; Assist with IT projects and system upgrades as needed. &bull; Maintain positive relationships with staff and vendors. &bull; Escalate complex technical issues to senior IT staff when necessary. &bull; Perform other related duties as assigned.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Minimum Requirements: &bull; 1+ years of IT support or service desk experience &bull; Proficient in Windows OS, Microsoft 365, and common business applications &bull; Experience with ServiceNow or similar ITSM/ticketing platforms. &bull; Familiar with troubleshooting hardware for computers, mobile devices, printers, and barcode scanners &bull; Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). &bull; Experience with user account management in Active Directory, Entra ID, Okta, or similar systems. &bull; Excellent communication and interpersonal skills. &bull; Ability to work under pressure and handle complex technical issues.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Education or Desired License and Certificates: &bull; Associate&rsquo;s or Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field, or equivalent work experience. &bull; Relevant IT certifications preferred: CompTIA A+, Network+ Microsoft 365 Certified: Endpoint Admin, ITIL 4 Foundation
 </p>
 <p>
  <br/>
 </p>
 <p>
  Additional certifications in ServiceNow, Microsoft 365, or other enterprise platforms are a plus Willingness to pursue ongoing professional development and certification as required by the role Competencies &bull; Customer Service &amp; Technical Support &bull; Incident &amp; Problem Management &bull; Hardware &amp; Software Troubleshooting &bull; Strong verbal and written communication skills; ability to adapt messaging for different audiences &bull; Proactive problem-solving approach and a collaborative mindset
 </p>
 <p>
  <br/>
 </p>
 <p>
  Travel 1%-10% as needed
 </p>
 <p>
  Work Location and Status: &bull; Full time, onsite at Sungrow USA office in Houston &bull; No visa sponsorship Compensation: &bull; Compensation commensurate with experience &bull; Competitive salary and annual bonus eligibility &bull; Comprehensive benefits package including health, dental, vision, and retirement plans &bull; Strong personal and company growth opportunities
 </p>
 <p>
  <br/>
 </p>
 <p>
  Sungrow is an equal opportunity employer.
 </p>
 <p>
 </p>
</div>


Information Technology Support Technician

Great Southern Bank

<p></p><div><div><div><div><div><p>Come be a part of something greater! Great Southern Bank is committed to fostering an environment where everyone can contribute and succeed at every level. We celebrate and value differences in age, outlook, cultural background, lifestyle, and physical ability. We offer career opportunities and advancement across a wide range of disciplines. Come join our team of customer service experts today!</p><p></p><p><b><br>
General Description</b></p></div></div><div><p><br>
The Help Desk Technician will provide support to end users on a variety of IT related issues. Will be responsible for identifying, researching, and resolving IT technical problems. Will respond to IT client telephone calls and email requests for service. This position will ensure that all issues and requires are resolved within a timely manner.</p></div><p></p><div><p><b><br>
Essential Duties and Responsibilities</b></p></div><div><br>
<ul><li>
Responsible for configuring, maintaining, and supporting the bank&rsquo;s PC&rsquo;s and other electronic equipment. Installs and supports network printers and copiers. This duty is performed about 35% of the time.</li><li>
Provides support to end users in person, over the phone, or via the Help Desk chat. Will also be responsible for installing, upgrading, and troubleshooting a variety of computer software and hardware, as well as remote access issues. This duty is performed about 30% of the time.</li><li>
Assists with the management of email accounts using MS Outlook and on mobile devices. This duty is performed about 15% of the time.</li><li>
Keeps accurate inventory of all computers, computer software, and related equipment. This duty is performed about 10% of the time.</li><li>
Will assist with the opening and closing of banking centers/departments by assisting with the equipment set up/removal, troubleshooting, etc. This duty is performed about 10% of the time.</li><li>
Maintains regular and reliable attendance, punctuality and personal appearance. Reads, writes, and communicates in a clear and efficient manner via various types of correspondence, such as, in person, phone, email, letters, etc. Adheres to all company policies and procedures, as well as all applicable banking rules, regulations, and laws (including BSA/AML).</li><li>
Performs any other related duties as required or assigned.</li></ul></div><p></p><div><p><b><br>
Education and Experience Requirements</b></p></div><div><br>
<ul><li>
High school diploma or GED</li><li>
12 to 18 months of related experience and/or training.</li><li>
Regular use of desktop/laptop computer, basic operating systems, and specialized software systems.</li><li>
Intermediate experience with alphanumeric data entry, Excel, and Word Processing; basic experience with accounting, and PowerPoint.</li><li>
Ability to add, subtract, multiply and divide.</li></ul></div><p></p><div><p><b><br>
Travel Requirements</b></p></div><div><p><br>
Occasionally required to travel to other locations and departments within the Great Southern Bank footprint.</p></div><p></p><div><p><b><br>
Physical Requirements</b></p></div><div><div><p><br>
The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.</p><ul><li>
Semi-repetitive and low physical activities.</li><li>
Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks.</li><li>
While performing the functions of this job, the employee is regularly required to sit, talk or hear; frequently required to walk; and occasionally required to stand, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl.</li><li>
Frequently required to lift and/or move up to 50 pounds.</li></ul><p></p><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><br>
At Great Southern Bank, we are willing to accommodate for those with reasonable requests. If you need assistance at any point during the application process (completing applications, interview prep, etc&hellip;), please contact Human Resources at 417-895-4509.</div><div></div><div><div><div><p><br>
Great Southern Bank is proud to be an Equal Opportunity Employer, treating all candidates and employees equitably without regard to race, color, sex, religion, national origin, ancestry, age, disability, protected veteran status, gender identity, sexual orientation, pregnancy, or any other basis prohibited by law.</p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div><p><br>
Monday - Friday 8:30 AM - 5:30 PM</p><p>
Total Hours: 40</p></div></div><br>
</div></div><p>
5874</p></div>

Help Desk Technician I

Solve IT Solutions, LLC

<p>Service Desk Analyst II</p><p>Managed Service Provider (MSP) - Service Desk Support and Ticket Escalations</p><p><b>Company Overview</b></p><p>Solve IT Solutions, LLC is a growing Managed Services Provider that specializes in all aspects of business technology with an emphasis on solutions and building client relationships. We value hard work, listening to and understanding our clients&rsquo; needs, and going the extra mile to make sure that problems are solved or prevented. We are a community-oriented company that fosters a strong work ethic, values family, is active in our community, and treats our clients and employees with the respect they deserve.</p><p><b>Position Summary</b></p><p>We are seeking a highly skilled and experienced Service Desk Analyst II to join our dynamic team. This role is pivotal in ensuring the efficient operation of our Service Desk support and managing ticket escalation. The ideal candidate will possess a deep technical understanding, exceptional problem-solving abilities, and a strong commitment to customer service.</p><p><b>Responsibilities</b></p><ul><li>The Service Desk Analyst II provides L2 support to all incoming incidents, requests, and alerts generated from calls and emails to the Service Desk</li><li>Analysts will record information relayed from the client and the troubleshooting steps performed along with their corresponding results accurately in the PSA/ticketing system</li><li>Assist with complex technical issues escalated from L1 support, ensuring timely and effective resolution</li><li>The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner</li><li>The analyst will maintain a high first-call resolution rate while meeting or exceeding performance metrics for utilization, SLA compliance, escalation rate and client satisfaction (CSAT)</li><li>Manage personal queue of open tickets and continually follow up to ensure timely incident resolution and customer satisfaction</li><li>Proactively identify and take steps to resolve or eliminate recurring incident types</li><li>Participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency</li><li>Respond to incoming call and e-mail queues promptly and document incidents accurately into the PSA/ticketing system</li><li>Monitor tickets generated in the PSA for critical problems; perform second-level troubleshooting to diagnose issues and escalate to the correct resource when appropriate</li><li>Monitor and enforce system security guidelines for all clients</li><li>Create user accounts and access rights for clients</li><li>Administer, configure, and maintain Microsoft Windows Server environments, ensuring optimal performance, security and reliability</li><li>Collaborate with IT team members to monitor, manage and troubleshoot M365 services including Azure, Entra ID, Exchange online, OneDrive and SharePoint</li><li>Provide exceptional customer service to all clients</li><li>Proactively support and maintain effective user relationships by educating clients on system operations and applications</li><li>Utilize all existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with service level agreements</li><li>Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure client productivity</li><li>Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction</li><li>Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies to provide technically accurate solutions to clients</li><li>Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems</li><li>Work with a variety of proprietary client applications for implementation and perform upgrades as required</li><li>Work with application support teams for full resolution of any issues when necessary</li><li>Assist in the development of internal documentation and procedures related to specific client environments</li><li>Participate in duties as assigned such as application support, patch management, client support activities, etc.</li><li>Position is typically Monday through Friday, 8am to 5pm (EST)</li><li>Work time must be flexible for occasional outside normal business hours work based on client demand or need</li><li>Participation in an on-call schedule that is estimated to be one week on, five - six weeks off (on average)</li><li>Position is typically remote-based support with possible limited travel to/from client locations</li><li>Excellent troubleshooting capabilities</li></ul><p><b>Qualifications</b></p><ul><li>Proficient with wide range of technologies (Microsoft, Mac, VMWare, Hyper-V, etc.)</li><li>Working knowledge of PC's, operating systems, applications, networks, and hardware concepts</li><li>Understanding of cybersecurity best practices and tools to protect client data and IT environments</li><li>Customer service focused</li><li>Understanding of IT processes and procedures concepts</li><li>Monitoring of server performance and troubleshoot problem areas as needed</li><li>Basic understanding of M365 environments including, Azure, Entra ID and others</li><li>Strong analytical and critical thinking abilities, with a track record of effectively resolving challenging technical issues</li><li>Excellent verbal and written communication skills, with the ability to communicate with both end users and client IT/management (professional writing, clear timelines, and setting expectations)</li><li>Ability to work within an on-call rotation during nights and weekends</li><li>Highly self-motivated and directed with attention to detail</li><li>Ability to work both independently and in a collaborative team environment, fostering positive relationships with colleagues and clients</li><li>Ability to grow and learn new technologies</li><li>Minimum of 5 years of experience in IT support, with at least 2 years in a senior or escalated support role *MSP experience strongly preferred*</li><li>5+ years of experience with using PSA/RMM for troubleshooting and service desk support</li><li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field, or equivalent work experience</li><li>Minimum of High School Diploma Required</li><li>Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Fundamentals, or other Microsoft certification is highly desirable</li><li>Willingness to learn, maintain, and sustain current and new technology related certifications and trainings, as offered or required</li></ul><p>Pay: $29.00 - $31.25 per hour</p><p>Benefits:</p><ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible spending account</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Referral program</li><li>Vision insurance</li></ul><p>Education:</p><ul><li>High school or equivalent (Required)</li></ul><p>Experience:</p><ul><li>IT support: 5 years (Required)</li><li>MSP: 2 years (Preferred)</li></ul><p>License/Certification:</p><ul><li>PA Driver's License (Preferred)</li></ul><p>Work Location: In person</p>

Service Desk Analyst II

Gainwell Technologies LLC

<div><p>Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You&rsquo;ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You&rsquo;ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.</p><p></p><div><div><div><h2 class="jobSectionHeader"><b><br>
Summary</b></h2></div><div><p>
As a Service Desk Analyst, you will be a technical leader within the Service Desk team, providing escalated support from ServiceNow tickets and contributing to process improvements. You will utilize your deep technical knowledge and problem-solving skills to diagnose and resolve complex issues related to hardware, software, network connectivity, and other IT systems. You will also play a key role in developing and maintaining knowledge base articles and training materials.
</p></div></div><div><div><h2 class="jobSectionHeader"><b>Your role in our mission</b></h2></div><div><ul><li>
Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents.</li><li>
Lead troubleshooting efforts for complex technical problems.</li><li>
Participate in an afterhours and weekend On Call rotation.</li><li>
Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation.</li><li>
Develop and maintain knowledge base articles, FAQs, and other documentation.</li><li>
Identify and escalate recurring issues to appropriate teams.</li><li>
Contribute to the development and implementation of service desk best practices and procedures.</li><li>
Proactively monitor system performance and identify potential problems.</li><li>
Participate in project work related to IT service improvements.</li><li>
Communicate effectively with users at all levels, providing clear and concise explanations of technical issues and solutions.</li><li>
Maintain a positive and professional demeanor at all times.</li><li>
Participate in team meetings and training sessions.</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What we're looking for</b></h2></div><div><ul><li>
Associate's or Bachelor's degree in IT or a related field preferred.</li><li>
3+ years of experience in a technical support role, preferably in a service desk environment.</li><li>
Experience with ticketing systems (e.g., ServiceNow).</li><li>
Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, Active Directory).</li><li>
Extensive experience troubleshooting complex technical problems.</li><li>
Strong leadership and mentoring skills.</li><li>
Excellent communication skills, both written and verbal.</li><li>
Ability to work independently and as part of a team.</li><li>
Strong organizational skills and attention to detail.</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What you should expect in this role</b></h2></div><div><ul><li>
Remote position (US only)</li><li>
Opportunities to travel through your work (0-10%)</li><li>
Video cameras must be used during all interviews, as well as during the initial week of orientation</li><li>
The deadline to submit applications for this posting is 4/30/2026</li></ul></div></div></div><p></p><p><br>
The pay range for this position is $41,100.00 - $58,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You&rsquo;ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.</p><p></p><p><br>
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You&rsquo;ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.</p><p></p><p><i><br>
Gainwell Technologies </i><i>is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. </i><i>Gainwell Technologies defines &ldquo;wages&rdquo; and &ldquo;wage rates&rdquo; to include &ldquo;all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.</i></p></div>

Service Desk Analyst

GIG Gulf

<div>
 <p>
  <strong>
   Who we are
  </strong>
 </p>
 <p>
  GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 13 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 3.83 billion and $69 million net profit for the year 2023. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.
 </p>
 <p>
  <br/>
 </p>
 <p>
  GIG Gulf is an &lsquo;A&rsquo; rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.
 </p>
 <p>
  <br/>
 </p>
 <p>
  GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region&rsquo;s digital insurer of reference, committed to running our operations in a responsible, sustainable way.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job purpose:
  </strong>
 </p>
 <p>
  The IT Service Desk Agent will be working as part of a team that is responsible for 1st line IT support for GIG Gulf staff. The role is based in GIG Gulf office in Bahrain Bay.
 </p>
 <p>
  The team works on answering, attending and resolving all the L1.5 issues addressed to the IT Service Desk and escalates the rest to the appropriate teams in other levels as per standard procedures and agreements.
 </p>
 <p>
  The agent will be troubleshooting basic end-user issues on various software applications, hardware, network and telecommunications systems and provide basic to advanced desktop support.
 </p>
 <p>
  The role requires excellent customer service, communication (written + verbal), and analytical skills.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   IT Service Desk Agent (Level 1.5) role summarized in 3 points:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  1)Customer Service and Communication: Strong customer service and communication skills (written + verbal) to interact with users, explain technical concepts, actively listen, and provide timely and professional support.
 </p>
 <p>
  2) Technical Proficiency: Strong foundation in operating systems, hardware, software applications, and network basics with the ability to diagnose and troubleshoot technical issues.
 </p>
 <p>
  3) Problem-solving and Analytical Skills: Effective problem-solving, analysis of issues reported by users, identification of root causes, and implementation of appropriate solutions.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities:
  </strong>
 </p>
 <p>
  <strong>
   Service Desk End-User Support
  </strong>
 </p>
 <ul>
  <li>
   Manage end-user issues raised to Service Desk (Level 1.5) through tickets and calls received through IVR
  </li>
  <li>
   Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI&rsquo;s
  </li>
  <li>
   Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
  </li>
  <li>
   Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
  </li>
  <li>
   Provide high-quality resolutions of assigned tickets and managing the expectations of the users
  </li>
  <li>
   Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
  </li>
  <li>
   Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Operational &amp; Technical Responsibilities:
  </strong>
 </p>
 <p>
  <strong>
   Communication
  </strong>
 </p>
 <ul>
  <li>
   Act as the 1st point of contact for all IT related issues or requests
  </li>
  <li>
   Build a strong trust relationship with business users across the region
  </li>
  <li>
   Build strong collaboration with level 2 and 3 IT teams
  </li>
  <li>
   Create and update documentation for end-users when needed for known issues/requests
  </li>
 </ul>
 <p>
  <strong>
   IT Support
  </strong>
 </p>
 <ul>
  <li>
   Create and modify user accounts for Active Directory and all applications
  </li>
  <li>
   Install end-user software (licensing validity and availability checks)
  </li>
  <li>
   Deployment of new applications (and/or upgrades) and follow-up
  </li>
  <li>
   Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendor
  </li>
  <li>
   Manage applications permissions changes for end-users
  </li>
  <li>
   Create mailboxes/shared mailboxes / DL and troubleshoot email issues (Exchange Online/Office365)
  </li>
  <li>
   Troubleshooting of printer issues
  </li>
  <li>
   Call center system support
  </li>
  <li>
   Mobile management enrollment and activation
  </li>
  <li>
   Shared folders permissions management
  </li>
 </ul>
 <p>
  <strong>
   Security
  </strong>
 </p>
 <ul>
  <li>
   Ensure full compliance with the Information Security policy and procedures
  </li>
  <li>
   Review encryption and antivirus definition status and remediate any issues
  </li>
  <li>
   Administrative Privileges management
  </li>
  <li>
   Ensure that all provided laptops have the necessary physical security measures
  </li>
  <li>
   Scan computers for virus infection
  </li>
  <li>
   Provide physical access to staff and visitors as necessary.
  </li>
 </ul>
 <p>
  <strong>
   Network and Telecom
  </strong>
 </p>
 <ul>
  <li>
   Troubleshoot end-user internet issues
  </li>
  <li>
   Local area network and Ethernet connections support
  </li>
  <li>
   Wireless network access basic support
  </li>
  <li>
   Headset phone and softphone setup for call center staff
  </li>
  <li>
   VPN configuration and troubleshooting
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Essential Requirements:
  </strong>
 </p>
 <p>
  <strong>
   Communication and Soft Skills
  </strong>
 </p>
 <ul>
  <li>
   Excellent communication skills in English, both verbal and written
  </li>
  <li>
   Critical and analytical thinking and creativity &ndash; always challenging the status quo and find better ways to complete tasks
  </li>
  <li>
   Conflict Resolution &ndash; ability to resolve problems and complex situations
  </li>
  <li>
   Active listening and empathy &ndash; ability to listen and understand users to address their needs
  </li>
  <li>
   Team player &ndash; ability to work with a team and influence a positive collaborative culture
  </li>
  <li>
   Ability to prioritize workload appropriately based on the impact on the business
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Technical Skills
  </strong>
 </p>
 <ul>
  <li>
   Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
  </li>
  <li>
   Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
  </li>
  <li>
   Good understanding of Microsoft Active Directory services , Azure AD, Microsoft M365 Admin portal
  </li>
  <li>
   Excellent knowledge of Microsoft Office products including O365, Teams, Intune
  </li>
  <li>
   Familiarity with network architecture, LAN network protocols and client-server business applications
  </li>
  <li>
   Familiarity with Citrix and remote desktop or any VDI platform
  </li>
  <li>
   Familiarity with Distributed File Sharing
  </li>
  <li>
   Excellent skills in Excel to prepare weekly, monthly, quarterly reports on Quality of Service &amp; Service Desk KPI reports for management submission.
  </li>
  <li>
   Good understanding of ITIL framework or any other service management framework
  </li>
  <li>
   Excellent understanding of IT service management tools and ticketing system
  </li>
  <li>
   Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)
  </li>
  <li>
   Knowledge of using remote access tools for remote troubleshooting
  </li>
  <li>
   Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team
  </li>
  <li>
   Proficient in utilizing Microsoft Excel for generating reports related to service desk activities.
  </li>
  <li>
   Skilled in extracting and analyzing service desk data to identify trends, patterns, and performance metrics
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience
  </li>
  <li>
   5+ years&rsquo; experience in an IT Service Desk role
  </li>
  <li>
   ITIL v3/v4 Foundation Certification
  </li>
  <li>
   MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008
  </li>
 </ul>
 <p>
 </p>
</div>


IT Service Desk Agent

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