What are the responsibilities and job description for the IT Service Desk Technician position at EXOS?
Job Summary:
We are looking for a highly organized and proactive IT Service Desk Technician to join our Project Management Office (PMO). The Technician will handle basic troubleshooting, system diagnostics, and support requests while escalating more complex issues to higher-level technicians. The ideal candidate should have a basic understanding of networking concepts and experience in resolving technical issues related to hardware, software, and network connectivity.
Key Responsibilities:
Technical Support:
o Serve as the point of contact for all technical support inquiries via phone, email, or ticketing system.
o Diagnose and troubleshoot hardware, software, and basic network connectivity issues (e.g., LAN/Wi-Fi problems).
o Provide technical assistance for desktops, laptops, printers, mobile devices, and other peripherals.
o Assist users with password resets, software installations, and basic configuration settings.
o Log all support interactions and resolutions in the ticketing system and escalate unresolved issues to Tier 2 or higher.
Networking Support:
o Troubleshoot basic network issues, including connectivity, IP configurations, and router/switch issues.
o Assist with network setup and maintenance, including connecting devices to the network and ensuring proper configuration.
o Collaborate with network administrators to escalate and resolve complex network problems.
System Maintenance:
o Perform regular system checks and maintenance tasks such as updates, backups, and antivirus scans.
o Assist in the setup, configuration, and deployment of new hardware and software for users.
o Support routine administrative tasks, including user account creation and management in Active Directory.
Customer Service & Documentation:
o Provide excellent customer service, ensuring all issues are addressed in a timely and professional manner.
o Educate end-users on best practices for system use, security, and troubleshooting common problems.
o Document issues, solutions, and user guides for common support requests to enhance the knowledge base.
Required Skills & Qualifications:
Education:
o High School Diploma or GED equivalent (Associate's degree or technical certifications are a plus).
Experience:
o 1-2 years of experience in an IT support or helpdesk role.
o Experience troubleshooting and resolving issues related to hardware, software, and basic networking.
o Familiarity with ticketing systems and remote support tools.
Technical Skills:
o Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
o Experience with Microsoft Windows, macOS, and common software applications (e.g., Microsoft Office, VPN).
o Understanding of basic Active Directory functions (e.g., password resets, user account creation).
o Familiarity with setting up and configuring desktops, laptops, printers, and other IT hardware.
Soft Skills:
o Strong problem-solving skills with attention to detail.
o Excellent verbal and written communication skills.
o Ability to work effectively under pressure and manage multiple priorities.
o Strong customer service orientation, with the ability to explain technical issues to non-technical users.
Preferred Qualifications:
o CompTIA A or Network certification.
o Basic knowledge of network switches, routers, and firewalls.
o Experience supporting remote users and using remote access tools.