Service Desk Technician

The Service Desk Technician provides first-level and some second-level IT support to users through phone, email, live chat, and walk-in services. The role involves troubleshooting technical issues, resolving user queries, escalating complex problems, and ensuring timely support for both on-site and remote users. Key Responsibilities • Respond to IT support requests via telephone, email, live chat, and walk-ins. • Provide first-level and basic second-level technical support to users. • Troubleshoot and resolve hardware, software, network, and connectivity issues. • Support on-site and remote users. • Set up new user accounts and perform password resets. • Escalate complex technical issues to second-line support teams. • Track and follow up on unresolved support requests until closure. • Assist with software installation and troubleshooting. • Maintain and update service desk records and web pages. • Ensure compliance with IT security policies and procedures. • Provide 24/7 technical support on a shift basis. • Maintain issue logs and report administrative and security concerns. • Support the service desk team with daily technical activities. • High School Diploma; a Degree in an IT-related discipline is preferred. • Minimum 3 years of experience as an IT Service Desk Analyst or in a similar role. • Strong computer and technical troubleshooting skills. • Familiarity with Windows, Mac, and Linux operating systems. • Knowledge of Wi-Fi, cellular technologies, and general IT troubleshooting. • Good customer service and communication skills. • Ability to troubleshoot and resolve user technical issues. • Good teamwork and problem-solving abilities. • Ability to work in a 24/7 shift-based environment.