Service Desk Tech

1. PRIMARY ROLE AND RESPONSIBILITIES

• Process Service Desk requests to ensure timely and effective resolution of end-user inquiries in line with IT Service Management (ITSM) best practices.
• Serve as the first point of contact for internal staff seeking technical assistance via phone, instant message, email, or a ticketing system. Ensure all work and correspondence are documented in the system.
• Diagnose and resolve basic technical issues; escalate unresolved issues to internal IT with detailed troubleshooting documentation.
• Provide in-person support for employees at the Texas office and remote support for global end users.
• Assist with computer imaging, hardware setup, and deployment, including shipping coordination for dispersed employees.
• Assess and escalate cybersecurity concerns, support audits and ensure compliance with best practices.
• Perform preventive maintenance on workstations, printers, and peripherals.
• Liaise with vendors for tasking and support specific to designated hardware, software, and services.
• Manage Active Directory (AD) user and group administration.
• Provide support for Microsoft 365 applications and services.
• Contribute to the development and maintenance of knowledge base articles, service catalogs, and their workflows.
• Manage IT inventory, oversee check-in/out processes, and support infrastructure maintenance following change management best practices.
• Occasional after-hours support may be required based on business needs.

1. OTHER RESPONSIBILITIES

• Compliance with the requirements of the company quality management system. Participate in corrective action, process improvement, and special project activities. Assist in writing departmental procedures, work instructions, and process mapping.
• Ensure that the professional image of the company and customers is maintained at all times. Dealings with customers, project specialists, suppliers, and other company employees and associates must be conducted with the highest standards of integrity.
• Provide courteous, impartial, and equitable treatment to all.

1. JOB SPECIFICATION and QUALIFICATIONS

• A University Degree in Computer Science, Information Systems, or related field, or at least 4 years of relevant experience.
• Strong experience in application, desktop, and Microsoft 365 administration support.
• Proficiency in Windows 10, Windows 11, and Windows Server 2016/2019/2022.
• Hands-on experience with Active Directory, endpoint security tools, and IT ticketing systems.
• Ability to diagnose and troubleshoot hardware, software, network, and security issues with strong documentation skills.
• CompTIA A certification or Microsoft 365 Certified: Modern Desktop Administrator preferred.
• Experience with PowerShell scripting and familiarity with ITIL best practices are a plus.
• This role requires on-site presence five (5) days per week at our Texas office, providing in-person and remote global support.
  
  

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.