Service Desk Technician

Job Summary
We are seeking a dynamic and motivated Service Desk Technician to join our IT support team. In this role, you will be the first point of contact for end-users seeking technical assistance, ensuring swift resolution of hardware, software, and network issues. Your energetic approach and problem-solving skills will help maintain seamless IT operations across the organization. You will provide exceptional customer service while troubleshooting a wide range of technical problems, contributing to a productive and positive work environment.

Duties

• Respond promptly to help desk tickets via ServiceNow, Jira, or BMC Remedy, providing clear and effective solutions for user issues
• Troubleshoot and resolve software problems related to operating systems such as Windows, macOS, and Linux, including applications like Microsoft Office
• Manage computer hardware components, including desktops, laptops, mobile devices, and peripherals, ensuring proper functionality and timely repairs
• Support computer networking tasks such as configuring TCP/IP settings, DNS management, LAN/WAN connectivity, VPN access, firewall configurations, and network security measures like Meraki devices
• Assist with Active Directory management, GPO implementation, and user account administration to ensure secure access controls
• Maintain IT infrastructure by supporting Windows Server environments and utilizing tools like SCCM for software deployment and updates
• Monitor and troubleshoot network issues related to TCP protocols, DNS resolution, and LAN performance to ensure optimal connectivity
• Support the deployment and management of computer management tools such as Jamf (for macOS) or other endpoint management systems
• Collaborate with team members using ServiceNow or Jira for ticket tracking and resolution documentation
• Conduct analysis of recurring issues to identify root causes and recommend improvements for IT support processes

Qualifications

• Proven experience in technical support or help desk roles with strong customer service skills
• Solid understanding of operating systems including Windows (Windows 10/11), macOS, Linux distributions
• Proficiency in troubleshooting software issues within Microsoft Office suite and other common applications
• Knowledge of computer hardware components and maintenance procedures
• Familiarity with computer networking concepts such as TCP/IP, DNS, LAN/WAN configurations, VPNs, firewalls (e.g., Meraki), and network security best practices
• Experience managing Active Directory accounts, GPO policies, and Windows Server environments
• Ability to utilize IT support tools like SCCM for software deployment and updates
• Strong analysis skills to diagnose complex technical problems efficiently
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users
• Ability to work independently or collaboratively in a fast-paced environment while maintaining a positive attitude

Join us if you’re passionate about delivering top-tier IT support! This role offers an exciting opportunity to develop your technical expertise while making a meaningful impact on our organization’s operations. We value proactive problem solvers who thrive on helping others succeed through innovative solutions.

Pay: $12.00 - $15.00 per hour

Work Location: In person