Service Desk Technician
New
J
JobgetherInformation Technology
Based in United StatesFull-TimeMiddle
Salary60,000 - 90,000 USD per year
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Job Details
- Experience
- At least 4 years of IT help desk experience
- Required Skills
- ServiceNow
Requirements
- At least 4 years of IT help desk experience, including help desk administration and end-user support.
- Advanced troubleshooting and diagnostic skills, with familiarity with ticketing systems and ITIL-aligned service processes.
- Experience with Windows 11, Windows Server 2022, Microsoft 365, Exchange/Outlook, Active Directory, SCCM/MECM, Windows OS Deployment, ELM/BigFix, and ServiceNow.
- Experience troubleshooting TCP/IP, DNS, DHCP, VPN, and other network connectivity issues.
- Hands-on experience supporting endpoints, printers, mobile devices, and other user-facing technology.
- Strong verbal and written communication skills.
- Ability to obtain and maintain a Public Trust clearance.
- Ability to work 40 hours per week, including 8-hour workdays.
- Bachelor's degree in a related field is preferred.
- CompTIA A+ certification may substitute for one year of network experience.
Responsibilities
- Resolve escalated Tier 2 service desk tickets involving operating system configuration, application errors, hardware failures, and network connectivity.
- Diagnose and repair desktops, laptops, printers, peripherals, and other endpoint devices.
- Troubleshoot VPN, Wi-Fi, LAN, TCP/IP, DNS, and DHCP connectivity issues for on-site and remote users.
- Administer and support Windows 11, Microsoft 365, Microsoft Teams, Adobe Acrobat, Exchange/Outlook, Active Directory, and related technologies.
- Perform user account management, software and hardware installation, operating system configuration, and peripheral troubleshooting.
- Support patch management through MECM and ELM/BigFix and ensure systems remain compliant.
- Create and maintain Knowledge Base articles, checklists, service level documentation, procedures, and end-user training materials.
- Collaborate with development and operations teams on configuration management and Windows OS deployment.
- Mentor Level I technicians by sharing technical guidance and troubleshooting expertise.
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