Service Desk Technician L1

We''''re seeking a Help Desk Technician to join our skilled IT Help Desk Operations team, providing support to local and global internal users. The goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. The role involves supporting both Mac and PC environments, resolving complex technical issues efficiently, and valuing the people behind the problems. This position operates Monday through Friday during standard business hours.

• Provide hardware and software IT support and technical education to end users, both remotely and onsite.
• Apply critical thinking to efficiently troubleshoot simple and complex user requests and issues, providing context and information for the best solutions.
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc.
• Support user requests, perform break/fix or remote installations as needed.
• Support AV for internal and customer-facing events.
• Lead in ticket processes and provide coaching for other Technicians when workflow deficiencies are identified.
• Have a deep understanding of defined team metrics and take actions based on current trends in Service.
• Document systems and ensure continuous process improvement.
• Display learning agility by actively seeking answers when technically challenged.
• Seek feedback from other Help Desk Technicians to optimize and improve support, maintaining a solid understanding of general user support needs and requirements.

Qualifications

• Minimum 1+ years of experience in a Help Desk role with walk-up service required; VIP support preferred.
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures.
• Advanced working knowledge of collaboration tools such as Slack, Teams, and Google Workspace.
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is required.
• Knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plus.
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred.

Skills

• Effective interpersonal communication skills with a high degree of empathy are a must.
• Can deliver outstanding customer service and provide simplified explanations of complex technical issues.
• Applies critical thinking and root cause analysis to complex end-user requests and incidents.
• Ability to support others in a team environment, as well as the ability to work with limited supervision.
• Adapts well to ever-changing needs and business processes.
• Ability to facilitate or teach is highly preferred.