What are the responsibilities and job description for the Information Technology Service Desk position at Advanced Computer Technologies, LLC?
Company Description ACT Professional Solutions is a specialized IT staffing and nationwide technology field services provider that connects organizations with the technical talent and onsite support needed to maintain reliable operations. With nearly 20 years of IT industry experience, the company delivers pre-vetted professionals for contract, contract-to-hire, and direct placement across cybersecurity, cloud, DevOps, infrastructure, and enterprise IT. ACT Professional Solutions supports clients in all 50 states with onsite IT support, hardware deployments, technology rollouts, break/fix services, and project-based staffing. The organization focuses on fast, flexible, and dependable workforce solutions, ranging from hard-to-fill roles in New Jersey and New York to large-scale technology projects across the country.
Role Description The Information Technology Service Desk role is a full-time, on-site position based in East Hanover, NJ. The service desk professional will provide first-level technical support to end users, responding to incidents and service requests via phone, email, and ticketing systems. Daily responsibilities include diagnosing and troubleshooting hardware, software, and network issues, escalating complex problems when needed, and documenting all interactions in accordance with IT service management standards. The role involves guiding users through solutions, maintaining a high level of customer service, and following established procedures and knowledge base articles. The individual will collaborate with other IT team members to ensure timely resolution of issues, support routine system updates, and contribute to continuous improvement of service desk processes.
Qualifications
Role Description The Information Technology Service Desk role is a full-time, on-site position based in East Hanover, NJ. The service desk professional will provide first-level technical support to end users, responding to incidents and service requests via phone, email, and ticketing systems. Daily responsibilities include diagnosing and troubleshooting hardware, software, and network issues, escalating complex problems when needed, and documenting all interactions in accordance with IT service management standards. The role involves guiding users through solutions, maintaining a high level of customer service, and following established procedures and knowledge base articles. The individual will collaborate with other IT team members to ensure timely resolution of issues, support routine system updates, and contribute to continuous improvement of service desk processes.
Qualifications
- Strong Technical Support and Troubleshooting skills for resolving end-user hardware, software, and network issues.
- Foundational knowledge of Information Technology concepts, systems, and environments relevant to an IT service desk.
- Experience with IT Service Management practices, including ticketing tools, incident handling, and documentation.
- Excellent Customer Service skills, with the ability to communicate clearly, patiently, and professionally with diverse users.
- Ability to prioritize tasks, manage multiple requests, and follow standardized procedures in a fast-paced environment.
- Familiarity with Windows and/or macOS environments, common productivity applications, and basic networking concepts.
- Previous experience in a help desk or service desk role is preferred; industry certifications (e.g., CompTIA A , ITIL Foundation) are a plus.
- High school diploma or equivalent required; associate degree or higher in Information Technology or related field is beneficial.