Service Desk Technician

Job Title:  Service Desk Technician

Pay Rate: $18.00-$ 24.00/Hr. on W2 without benefits

Duration: Long Term

Work Hours: 7am-5pm. Mon to Fri 

Job Description:

• We are looking for a proactive and customer-oriented Service Desk Technician to join our IT support team. The ideal candidate will be responsible for providing exceptional technical support to employees, assisting with hardware, software, and networking issues, and ensuring that all IT systems are functioning smoothly.
• You will be the first point of contact for technical support, helping to troubleshoot and resolve problems in a timely and efficient manner.

Responsibilities:

• Provide first-line support for internal employees via phone, email, or chat.
• Troubleshoot and resolve technical issues related to software, hardware, networking, and Windows 10/11 operating system.
• Configure and maintain software and hardware systems, including desktops, laptops, printers, and other peripherals.
• Log and track support requests in the IT ticketing system to ensure timely resolution or escalation.
• Assist with setting up and configuring new workstations and user accounts.
• Manage and maintain software licenses, applications, and user permissions.
• Document common issues and create knowledge base articles for employees to self-solve problems.
• Escalate more complex issues to senior technical staff or other IT departments as necessary.
• Monitor and maintain hardware inventory and software versions.
• Provide exceptional customer service and clear communication to all users.
   

Qualifications:

• 3+ experience in an Enterprise Helpdesk or IT support role, including VIP support.
• Strong knowledge of Windows 10/11 operating system and common office software (Microsoft Office, antivirus programs, etc.).
• Core understanding of networking concepts (TCP/IP, DNS, DHCP, etc.).
• Excellent communication skills, with the ability to explain technical issues to non-technical employees.
• Strong problem-solving skills and the ability to prioritize tasks effectively.
• Familiarity with IT ticketing systems (e.g., Ivanti, ServiceNow, etc.).
• Ability to work in a fast-paced environment while maintaining attention to detail.
• Strong customer service and interpersonal skills.
• Experience with remote desktop support and troubleshooting tools.
• Knowledge of Active Directory, email systems (e.g., Outlook), and collaboration tools.
• Familiarity with cloud platforms like Microsoft 365 or Google Workspace.
• A+ Certification preferred.  Additional helpdesk related certifications are beneficial.
   

Working Conditions:

• Full-time On-Site, unless assigned to a shift outside of standard business hours.
• Shift assignments are based on business need to support 24/7/365 operations.