IT Service Desk Technician

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.