IT Service Desk Technician (Temporary Position)

The IT ServiceDesk Technician is responsible for providing onsite and phone-based technical support to users, deploying and troubleshooting hardware and software, documenting and updating procedures and inventory, and supporting senior MIS engineer and management team with various IT projects and tasks.

• Provide technical support to 150 users via phone, email, or onsite, and resolve issues related to computers, peripherals, software, network, and security
• Deliver excellent customer service, communicate effectively, and follow up until the issues are resolved
• Deploy, configure, troubleshoot, and upgrade hardware and software, such as PC, laptops, mobile devices, printers, MS Office, Windows 7/10, etc.
• Monitor and maintain the functionality and performance of all computer equipment and printing devices
• Install and terminate network cabling (RJ45 and Patch Panels) and troubleshoot network connectivity issues
• Document and update procedures, guides, inventory, and user accounts using Active Directory, Exchange, and network shared folders
• Support IT Supervisor and management team with various IT projects and tasks

• Technical Skills: 2-4 years of hands-on experience in Windows 7/8/10, Windows Server 2003/2008/2012, Active Directory, Exchange, TCP/IP Networking, and internet applications (IE, Chrome, etc.)
• Customer Service Skills: Demonstrated ability to provide high-quality service, communicate clearly, and handle complex and urgent issues
• Documentation Skills: Proficient in creating and maintaining accurate and detailed documentation using MS Office and other tools
• Professional Skills: Reliable, enthusiastic, self-motivated, and able to work independently or as part of a team
• Education: Associate degree or equivalent in IT, Computer Science, or related field, or equivalent work experience in a similar role

• Ability to lift and carry up to 50 lbs of equipment
• Ability to bend, stoop, crawl, and climb as needed
• Ability to work in various environments, such as office, warehouse, or outdoor
• Ability to use hand and power tools safely and effectively

• Windows 7/10/11: Ability to install, configure, troubleshoot, and upgrade the operating system and its features
• Windows Server 2008/2012/2019: Ability to install, configure, troubleshoot, and upgrade the server operating system and its features, such as Active Directory, Exchange, DNS, DHCP, etc.
• Active Directory: Ability to create and maintain user accounts, distribution lists, security groups, and network shared folders
• Exchange: Ability to create and maintain email accounts, mailboxes, calendars, contacts, and distribution lists
• TCP/IP Networking: Ability to understand and apply the basic concepts of networking, such as IP addressing, subnetting, routing, switching, etc.
• Internet Applications: Ability to use and troubleshoot various internet applications, such as IE, Chrome, Firefox, etc.
• Hardware: Ability to deploy, configure, troubleshoot, and upgrade various hardware devices, such as PC, laptops, mobile devices, printers, scanners, etc.
• Software: Ability to install, configure, troubleshoot, and upgrade various software applications, such as MS Office, antivirus, backup, etc.
• Network Cabling: Ability to install and terminate network cabling, such as RJ45 and Patch Panels, and to troubleshoot network connectivity issues
• Documentation: Ability to create and maintain accurate and detailed documentation, such as procedures, guides, inventory, etc., using MS Office and other tools

• Problem-solving: Ability to analyze, diagnose, and resolve technical issues in a timely and efficient manner
• Communication: Ability to communicate clearly and professionally with users, vendors, and colleagues, both verbally and in writing
• Customer service: Ability to provide courteous, respectful, and helpful service to users, and to follow up until the issues are resolved
• Teamwork: Ability to work cooperatively and collaboratively with others, and to share knowledge and skills
• Learning: Ability to learn new skills and technologies, and to apply them to the job