Service Desk Technician
New
Based in the United StatesFull-TimeMiddle
Salary59,000 - 81,000 USD per year
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Job Details
- Experience
- Minimum of 4 years
- Required Skills
- SAPServiceNow
Requirements
- Bachelor’s degree in Information Technology or related field preferred.
- Minimum of 4 years of IT Service Desk or Help Desk experience, including user support and administration.
- CompTIA A+ certification (may substitute for up to 1 year of experience).
- Strong experience supporting Microsoft environments, including Windows 11, Windows Server 2022, Microsoft 365, Outlook/Exchange, Active Directory, SCCM, SCOM, and ServiceNow.
- Basic knowledge of SAP user management is preferred.
- Experience with Windows Operating System Deployment (OSD) and enterprise workstation configuration.
- Strong communication skills, with the ability to support both technical and non-technical users effectively.
- Ability to prioritize tasks, manage multiple tickets, and work independently in a structured environment.
Responsibilities
- Provide Tier II service desk support, handling incidents and service requests related to desktops, laptops, thin clients, mobile devices, and peripherals.
- Manage user accounts and system access, including Active Directory and related administrative functions.
- Troubleshoot and resolve hardware, software, operating system, and application issues, escalating when necessary.
- Monitor, prioritize, and track tickets using a service management platform, ensuring timely updates and resolution communication.
- Ensure systems remain compliant with approved configurations and security requirements across the environment.
- Create and maintain knowledge base articles, checklists, procedures, SLAs, and end-user training materials.
- Collaborate with development and operations teams to reproduce issues, support testing environments, and assist with system deployments and configuration management.
- Evaluate user needs and workflows to recommend appropriate IT solutions and improvements.
- Produce regular status updates and reports on service desk activities and ongoing initiatives.
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