The Service Desk Technician is responsible for assistance in the delivery, configuration, setup, maintenance, and troubleshooting of computer systems, hardware, and software. As a Service Desk Technician, you will work closely with the other members of the IT team to solve user issues and escalate tickets as needed.

• Respond to IT Help queries on the phone, via email, in person, or through remote access. Log incidents, and status in ServiceNow.
• Offer technical assistance in the configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. Including Laptops and mobile devices.
• Troubleshoot technical issues related to user hardware and software.
• Maintain accurate asset inventory system that includes scanning and tagging technology assets. Maintain accurate lists of retired equipment devices and equipment designated for removal or destruction.
• Investigate and document incident root cause and resolution and maintain accurate and detailed records in the ticket management system (ServiceNow).
• Train and assist computer users on the use of devices and common applications.
• Monitor and manage Computer Backup Jobs.

Requirements

• Minimum education - high school diploma, (Associate/Bachelor in relevant field of study valued/preferred)
• 5-6 years of experience providing IT support in an enterprise environment, or equivalent.
• Preferred certifications include CompTIA A , Network , MCS
• ServiceNow experience preferred
• Strong experience with PC hardware
• Strong experience with Windows 10
• Detail oriented and organized
• Someone who has a sense of urgency and efficient.