Service Desk Technician

Job Description

Role : Service Desk Experience - 0.6 months - 6 years Location : Remote Shift : Rotational 24/7 JOB DESCRIPTION : High proficiency with PC/Laptop, Printers, troubleshooting, repair, and diagnostics Handle incoming phone calls and tickets from a variety of sources including calls, emails, chat, and self-service portal. Provides support over the phone with documented procedures by resolving the requests/incidents. Work with other departments to resolve or escalate technical and non-technical issues. Provide technical and procedural assistance to resolve a wide variety of IT related requests and incidents, eg: Software installation & uninstallation issues Network Disconnection related issues Workstation/Laptop issue troubleshooting Outlook related issues User lifecycle management issues Log detailed work in the ITSM ticketing system. Assign Incidents to appropriate teams when necessary. Effectively utilizes knowledge base and other resources to resolve issues. Excellent oral/written communication and organizational skills required. Qualifications Bachelors degree in computer/network engineering (preferred) or equivalent experience in a technical infrastructure role is required. 6 months to 1 year experience conducting IT service desk support. Proven experience supporting Windows operating system in an IT environment. Working knowledge of Microsoft Active Directory, Office 365 products, Microsoft teams, Printers, Windows operating systems, user onboarding/termination, Network Shared Drives, etc. Proven knowledge of network connectivity and troubleshooting. Highly proficient with ServiceNow or any ITSM product is preferred. Strong interpersonal skills, detail oriented and able to manage tasks simultaneously. Strong communication skills and the ability to explain technical concepts to non-technical users. Ability to work in a fast-paced environment and prioritize tasks effectively. A strong problem-solving mindset and the ability to adapt to new challenges. A+, Network+, or comparable certification preferred but not required.