Service Desk and Desktop Support Specialist

Job Description

Responsibilities:

• Service Desk Support:
  • Respond to and resolve support requests via phone, email, or in-person, ensuring a high level of customer service.
  • Log and manage incidents and service requests using a ticketing system, following up on outstanding issues to ensure resolution.
  • Troubleshoot and resolve hardware, software, and network-related issues for end-users.
  • Escalate more complex issues to higher-level support or specialized IT teams as needed.
  • Provide end-user training and guidance on IT systems and tools.
• Desktop Support:
  • Provide timely and high-priority support to VIP users and top management for all IT-related issues, ensuring a superior level of customer service.
  • Manage and support the deployment of software applications and updates.
  • Perform hardware upgrades and replacements as necessary.
  • Configure and troubleshoot network connections, including wired and wireless connections.
  • Ensure desktop security, including antivirus management and enforcing IT security policies.
  • Assist with the setup and support of mobile devices, such as smartphones and tablets.
• System Administration:
  • Assist with the management of user accounts, including password resets and access rights management.
  • Support the management of Active Directory, group policies, and network shares.
  • Assist with the maintenance and administration of IT assets, keeping accurate records of hardware and software inventory.
  • Participate in IT projects, such as system upgrades, migrations, and rollouts.
• Documentation and Reporting:
  • Document troubleshooting processes, solutions, and FAQs to improve support efficiency.
  • Generate reports on service desk performance, incident trends, and user satisfaction.
  • Maintain up-to-date documentation on IT systems, configurations, and procedures.

Qualifications:

• Education:
  • Bachelor’s degree in information technology, Computer Science, or a related field preferred, or equivalent work experience.
• Experience:
  • 4+ years of experience in IT support, service desk, or desktop support roles.
  • Experience with Windows and macOS operating systems, as well as common office productivity software (e.g., Microsoft Office 365).
  • Familiarity with networking fundamentals, including TCP/IP, DNS, DHCP, and VPN technologies.
  • Experience with Active Directory, group policy management, and user account administration.
• Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and troubleshooting abilities.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Customer-focused mindset with a commitment to providing high-quality service.
  • Attention to detail and accuracy in all tasks.
  • Ability to work independently as well as part of a team.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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