Service Desk Technician

Service Desk Technician

Our client is a leading provider of Information Technology services and solutions to small and medium sized organizations in the US.

Responsibilities include:

• Managing IT tickets via ConnectWise Manage.
• Creating and decommissioning user accounts and PCs.
• Troubleshooting printer, email, and hardware/software issues.
• Coordinating with vendors (HP, Dell) when needed.
• Ensuring clear documentation of troubleshooting steps in the ticketing system.
• Strong communication skills are required as the candidate will use Teams messaging to coordinate with internal teams and escalate issues.
• Answering calls and emails from customers and logging their queries into the ticketing system.
• Diagnosing and resolving technical issues related to hardware, software, and network connectivity.
• Escalating complex issues to other IT teams when necessary.
• Troubleshooting problems remotely using remote desktop software.
• Providing basic training and support to users on commonly used applications and software.
• Maintaining and updating technical documentation and knowledge base articles.

Candidate Experience Requirements:

• Open to FRESH GRADUATES with a Degree in Computer Science/ Information Technology OR 2–3 years of experience in technical support or IT helpdesk.
  

Qualifications:

• Willingness to work flexible hours, including evenings (7PM PST to 7AM PST) and weekends as required.

Preferred:

• CompTIA A+ Certifications
• Microsoft Certification(s)
• Net+ Certification
• ConnectWise Experience
• MSP Experience