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IT Service Desk Technician

Solve IT Strategies, Inc.

Job Description

Job Description

Primary Responsibilities

  • Deploy and maintain software and hardware-related components necessary to deliver IT services.
  • Investigate and resolve hardware, software, and network problems reported by users.
  • Assist users via phone, email, or in person to provide technical support and guidance.
  • Train stakeholders on the utilization of new IT services.
  • Conduct regular maintenance tasks such as software updates, system backups, and security patches.
  • Identify support trends, common issues, and recommendations for improvement.
  • Deliver periodic refresher training on user-relevant topics to proactively maximize productivity.
  • Maintain an accurate inventory of infrastructure components, end-user hardware, and software.
  • Collaborate with managed service vendors, ensuring adherence to service level agreements and service continuity.
  • Perform other duties as required or directed by the Manager.

Requirements

Education and Required Skills

  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Proficiency in supporting Microsoft O365, including but not limited to SharePoint, Outlook, Teams, Word, and PowerPoint.
  • Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
  • Proficiency in troubleshooting and resolving hardware, software, and network issues.
  • Excellent customer service orientation, with the ability to empathize, communicate clearly, and resolve issues promptly and professionally.
  • Experience in using Jira IT service management ticketing systems to track and manage support requests efficiently.
  • Strong documentation skills to maintain accurate records of support activities, resolutions, and knowledge base articles.
  • Collaborative and cooperative mindset, capable of working effectively with other IT support team members.
  • Strong experience managing individual time and workload.

 

Vacancy posted 14 days ago
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