Service Desk Technician
J
JobgetherInformation Technology
Based in the United StatesFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- At least 1 year of directly related experience
- Required Skills
- Customer serviceMicrosoft OfficeNetworkingTroubleshootingServiceNow
Requirements
- High school diploma required, with at least 1 year of directly related experience demonstrating relevant technical skills.
- Minimum 6 months of customer help desk or service desk experience.
- Working knowledge of PC hardware, network settings, operating systems, and Microsoft Office applications.
- Experience providing virtual desktop support and assisting with equipment connectivity issues.
- Ability to type at least 35 words per minute.
- Strong troubleshooting, analytical, and problem-solving abilities.
- Excellent communication and customer service skills.
- Ability to manage multiple priorities while maintaining accuracy and professionalism.
- Experience with ServiceNow, KCS methodology, or similar IT service management practices is preferred.
- Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field is a plus.
- Relevant certifications such as CompTIA A+, Network+, ITIL v4 Foundations, Microsoft Fundamentals, ACMT, ACSP, JAMF, or similar credentials are preferred.
Responsibilities
- Provide technical support to end users through phone calls, chat, email, instant messaging, and other assigned support channels.
- Deliver high-quality customer service by troubleshooting and resolving hardware, software, and access-related issues.
- Act as the initial point of contact for IT incidents and service requests, ensuring accurate identification and prioritization of user needs.
- Document all incidents, requests, troubleshooting steps, and resolutions within ticketing systems and knowledge bases.
- Resolve basic technical issues remotely and escalate more complex problems to the appropriate IT teams when required.
- Dispatch service requests and coordinate with specialized support teams to ensure timely resolution.
- Support the creation, maintenance, and improvement of internal knowledge articles using established documentation practices.
- Assist with testing, implementation, and support of technology solutions developed internally or commercially.
- Collaborate with IT field technicians and cross-functional teams to resolve technical issues across supported platforms.
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