We are seeking a Service Desk / Desktop Support Specialist to join our IT team. The ideal candidate will deliver high-quality technical assistance and excellent customer service to ensure the seamless operation of IT systems. This role involves troubleshooting, configuring, and maintaining IT equipment while providing proactive support to end-users across the organization.
Key Responsibilities:
- Provide end-user support, including:
- PC setup, imaging, and configuration.
- Printer setup and troubleshooting.
- Resolving IT issues via phone, email, and in-person support.
- Performing general helpdesk and desktop support tasks.
- Troubleshoot and resolve technical issues to minimize downtime and improve user productivity.
- Document and update support requests in the ticketing system to ensure clear and accurate communication.
- Assist in the management of IT resources, ensuring compliance with organizational standards.
- Maintain and update technical documentation, guides, and procedures for user and team reference.
Technical Environment:
- Proficiency in supporting:
- Office 365 (email, SharePoint, and Teams).
- Active Directory (user account management and permissions).
- Windows 10/11 operating systems.
Required Skills and Experience:
- Proven experience in IT support, service desk, or helpdesk roles.
- Strong troubleshooting skills with a solid foundation in computer systems, networks, and software.
- Exceptional customer service skills, with a focus on building trust and positive relationships with end-users.
- Ability to work effectively both independently and within a team, demonstrating problem-solving capabilities and initiative.
Preferred Attributes:
- Excellent verbal and written communication skills.
- A proactive mindset with the ability to anticipate user needs and address issues efficiently.
- Adaptability to work with a diverse group of end-users and tailor solutions to their unique needs.
- Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus.
