IT Service Desk Technician

Position Summary:

The IT Service Desk Technician is responsible for providing first-line technical support to end users and triage of technical requests (tech reqs). This role ensures timely resolution of hardware, software, and network issues while delivering excellent customer service and maintaining high user satisfaction.

Position Responsibilities:

Provide first-level technical support via phone, email, chat, or ticketing system
Diagnose and troubleshoot hardware, software, and connectivity issues
Log, track, and document incidents and service requests in the ticketing system
Escalate complex issues to Tier 2 or 3 support teams as needed & ensure ticket resolution
Install, configure, and maintain desktops, laptops, printers, and mobile devices
Support common operating systems (Windows/macOS) and business applications
Assist with user account setup, password resets, and access permissions
Maintain IT asset inventory and documentation
Perform additional assignments as directed by IT Director

Required Skills:

Strong troubleshooting and problem-solving skills
Knowledge of Windows OS, Microsoft 365, and basic networking
Familiarity with ticketing systems
Good understanding of Active Directory and user account management
Excellent verbal and written communication skills
Customer service orientation

Core Competencies:

Customer focus
Technical aptitude
Attention to detail
Time management
Team collaboration
Adaptability

Education/Experience:

Associate?s or Bachelor?s degree in IT, Computer Science, or related field
1?3 years of experience in IT support or help desk role