We are seeking a detail-oriented and customer-focused Service Desk Technician to join our IT support team. The successful candidate will be responsible for providing first-level technical support to end-users, troubleshooting hardware and software issues, and ensuring prompt resolution of IT-related problems. An active CompTIA A+ Certification is required to qualify for this role.
Key Responsibilities
Technical Support:
Serve as the first point of contact for end-users seeking IT assistance via phone, email, or in person.
Troubleshoot and resolve hardware, software, and network issues in a timely manner.
Device Management:
Install, configure, and maintain computer systems, peripherals, and mobile devices.
Perform regular maintenance and updates on hardware and software.
Incident Tracking:
Record, track, and document service requests and incidents using the organization's ticketing system.
Escalate complex issues to the appropriate support teams when necessary.
User Training and Support:
Provide guidance and training to users on software, hardware, and IT policies.
Assist with onboarding new employees, including setting up accounts and devices.
System Administration Support:
Assist in managing user accounts, permissions, and access controls in various systems.
Monitor IT infrastructure to ensure optimal performance and uptime.
Other Duties:
Stay updated with the latest industry trends and technologies.
Participate in IT-related projects and tasks as assigned by management.
Required Qualifications
Certification:
Active CompTIA A+ Certification (mandatory).
Experience:
1-2 years of experience in IT support or a similar role.
Proficiency in troubleshooting hardware and software issues on Windows and Mac OS platforms.
Skills:
Strong knowledge of computer hardware, operating systems, and basic networking.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Education:
High school diploma or equivalent. An associate degree in IT or a related field is a plus.
Preferred Qualifications
Experience with IT service management tools (e.g., ServiceNow, Jira).
Familiarity with Active Directory, Microsoft 365, and remote support tools.
Additional certifications (e.g., Network+, ITIL) are advantageous.