We are seeking a detail-oriented and customer-focused Service Desk Technician to join our IT support team. The successful candidate will be responsible for providing first-level technical support to end-users, troubleshooting hardware and software issues, and ensuring prompt resolution of IT-related problems. An active CompTIA A+ Certification is required to qualify for this role.
Key Responsibilities
- Technical Support:
- Serve as the first point of contact for end-users seeking IT assistance via phone, email, or in person.
- Troubleshoot and resolve hardware, software, and network issues in a timely manner.
- Device Management:
- Install, configure, and maintain computer systems, peripherals, and mobile devices.
- Perform regular maintenance and updates on hardware and software.
- Incident Tracking:
- Record, track, and document service requests and incidents using the organization's ticketing system.
- Escalate complex issues to the appropriate support teams when necessary.
- User Training and Support:
- Provide guidance and training to users on software, hardware, and IT policies.
- Assist with onboarding new employees, including setting up accounts and devices.
- System Administration Support:
- Assist in managing user accounts, permissions, and access controls in various systems.
- Monitor IT infrastructure to ensure optimal performance and uptime.
- Other Duties:
- Stay updated with the latest industry trends and technologies.
- Participate in IT-related projects and tasks as assigned by management.
Required Qualifications
- Certification:
- Active CompTIA A+ Certification (mandatory).
- Experience:
- 1-2 years of experience in IT support or a similar role.
- Proficiency in troubleshooting hardware and software issues on Windows and Mac OS platforms.
- Skills:
- Strong knowledge of computer hardware, operating systems, and basic networking.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Education:
- High school diploma or equivalent. An associate degree in IT or a related field is a plus.
Preferred Qualifications
- Experience with IT service management tools (e.g., ServiceNow, Jira).
- Familiarity with Active Directory, Microsoft 365, and remote support tools.
- Additional certifications (e.g., Network+, ITIL) are advantageous.
