What are the responsibilities and job description for the IT Service Desk Technician - 525006 position at Solve IT Strategies, Inc.?
Education and Required Skills· Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).· Proficiency in supporting Microsoft 0365, including but not limited to SharePoint, Outlook, Teams, Word, and PowerPoint· Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders. · Proficiency in troubleshooting and resolving hardware, software, and network issues. · Excellent customer service orientation, with the ability to empathize, communicate clearly, and resolve issues promptly and professionally. · Experience in using Jira IT service management ticketing systems to track and manage support requests efficiently. · Strong documentation skills to maintain accurate records of support activities, resolutions, and knowledge base articles. · Collaborative and cooperative mindset, capable of working effectively with other IT support team members. · Strong experience managing individual time and workload Travel and Location · Travel may be required 3-4 times per year · Work location; Onsite in our Boston Seaport office · Working hours; 12pm – 8pm ESTPrimary Responsibilities· Deploy and maintain software and hardware related components necessary to deliver IT services· Investigate and resolve hardware, software, and network problems reported by users· Assist users via phone, email, or in person to provide technical support and guidance· Training stakeholders on the utilization of new IT services· Conducting regular maintenance tasks such as software updates, system backups, and security patches· Identify support trends, common issues, and recommendations for improvement.· Deliver periodic refresher trainings on user-relevant topics to proactively maximize productivity· Maintain an accurate inventory of infrastructure components, end user hardware and software.· Collaborate with managed service vendors ensuring adherence to service level agreements and service continuity· Other duties as required or directed by the Manager
