Required Qualifications
Experience in a Service Desk, Help Desk, Desktop Support, or IT Support environment.
Strong customer service and communication skills.
Ability to manage multiple priorities in a fast-paced support environment.
Experience supporting Windows desktop environments.
Hands-on experience with Active Directory administration.
Experience with remote support tools and ticket management systems.
Ability to troubleshoot networking, printers, mobile devices, and software issues.
Must be able to lift 50 pounds.
Preferred:
IT Call Center experience.
Experience supporting Apple iOS devices.
Experience with Cisco collaboration tools.
Key Responsibilities
Provide first-level technical support via phone, remote sessions, and ticketing system.
Handle up to 30 support calls per day while maintaining excellent customer service.
Troubleshoot hardware, software, network, printer, and mobile device issues.
Administer and troubleshoot printer queues (server and local).
Manage user accounts in Active Directory, including password resets, account unlocks, and user lookups.
Configure, deploy, and support iPhones and iPads, including backup/restore, network settings, and account resets.
Support video conferencing platforms including Cisco WebEx, Microsoft Teams, and Cisco Presence.
Diagnose connectivity issues involving VPN, Wi-Fi, LTE, and internal/external networks.
Troubleshoot application access, permissions, compatibility, and browser-related issues.
Provide remote support using MSRA, RDP, Microsoft Teams, and WebEx.
Deploy and configure end-user hardware and peripherals.
Manage incidents, assignments, and updates using ServiceNow.
Lift and transport IT equipment weighing up to 50 lbs when required.
We are seeking a Service Desk Personnel to provide first-level IT support for end users by troubleshooting hardware, software, network, and mobile device issues. The ideal candidate will have excellent customer service skills, experience handling high call volumes, and hands-on knowledge of Active Directory, ServiceNow, remote support tools, and printer administration. This role also includes device deployment, account management, and supporting collaboration technologies.