IT Service Desk Technician

IT Service Desk Technician

Key Responsibilities

• Receive and log support requests from users via various channels including phone, email, and in-person visits
• Diagnose and troubleshoot hardware and software issues, documenting solutions and workarounds effectively
• Assist with configuring user accounts and access to IT systems, ensuring security protocols are followed
• Manage and update the ticketing system to track user requests and follow up on any outstanding issues
• Provide support for desktop environments, including installations, maintenance, and upgrades for software and hardware
• Train users on basic functionality of software applications and best practices
• Report reoccurring technical issues to the IT department for further analysis and resolution
• Participate in system upgrade projects and the deployment of new technologies
• Maintain documentation related to IT support processes and procedures
• Strive to improve overall user experience through providing high-quality technical support
  

Requirements

Requirements

• Experience: 1-2 years of experience in a technical support or service desk role
• Technical Skills:
• Proficient in Windows and macOS operating systems
• Basic understanding of networking concepts, such as LAN/WAN, DNS, and DHCP
• Experience with security software and tools, as well as general desktop applications like Microsoft Office 365
• Familiarity with ticketing systems and remote support tools is desirable
• Soft Skills:
• Excellent communication skills, with the ability to explain technical concepts to non-technical users
• Strong analytical and problem-solving skills
• Ability to work well in a team environment and manage multiple priorities effectively
• Education:
• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred
• Certifications:
• CompTIA A+, ITIL Foundation, or similar certifications are a plus
  

Benefits

• Competitive salary package aligned with experience
• Opportunity to lead IT operations for a fast-growing international company
• Exposure to global teams and international projects
• Ability to build and shape IT processes from the ground up
• Career growth opportunities in leadership and technical specialization
• Collaborative, high-performance culture that values innovation and results