What are the responsibilities and job description for the Service Desk Technician position at Sharp Brains?
Key Responsibilities
1. User Support & Issue Resolution
- Provide first-level technical support via phone, email, chat, or ticketing tools.
- Assist users with login issues, password resets, account lockouts, and basic troubleshooting.
- Support for Windows/Mac OS, mobile devices, and standard productivity applications (MS Office, Teams, Outlook, etc.).
- Troubleshoot common issues like:
- Network connectivity
- Printer problems
- Software installation errors
- System performance issues
- Log all incidents in the ticketing system and ensure timely resolution.
2. Device & Application Support
- Support desktops, laptops, thin clients, and peripherals (keyboard, mouse, monitors).
- Install, configure, and update approved software and applications.
- Assist in onboarding/offboarding tasks like device setup and profile configuration.
3. Escalation & Coordination
- Escalate complex or unresolved issues to L2 / L3 support teams.
- Follow established SOPs, workflows, and escalation paths.
- Maintain communication with users until issue resolution.
4. Documentation & Reporting
- Create and update knowledge base articles and troubleshooting guides.
- Maintain accurate logs and documentation in the ITSM platform (ServiceNow, Remedy, Jira, etc.).
- Provide daily/weekly incident reports as required.
Dispatch on Demand Role.
