Service Desk Technician

Requirements

• 1 or more years of experience in Tier 1 technical help desk, service desk, or call center environments.

• Proficiency in Active Directory user administration, password resets, and security group assignments.

• Experience with call tracking and IT service management ticketing systems such as Remedy.

• Experience in Microsoft Windows operating systems and Office 365 troubleshooting.

• Experience with Mainframe RACF user account administration and password restoration.

• Experience in remote diagnostic tools, telephone-based technical support, and hardware issue resolution.

• Excellent verbal and written communication skills.

Responsibilities

• Deliver Tier 1 phone-based technical assistance and troubleshooting for hardware, software, and enterprise systems.

• Perform user password resets and account unlock procedures across Active Directory and Mainframe RACF platforms.

• Create, prioritize, and escalate service tickets to Tier 2 support teams using Remedy ticketing software.

• Troubleshoot Microsoft Office 365 applications, network mailbox permissions, calendar sharing, and delegation issues.

• Guide non-technical end users step-by-step through remote system diagnostic procedures and resolution steps.

• Dispatch and track external hardware repair requests with designated third-party service vendors.

• Research and maintain knowledge-base articles, troubleshooting reference guides, and standard operating procedures.

Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.

Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

For more information about Resourcesoft and our services, please visit our website.