Help Desk Support Technician

Job Summary

As a “Service Desk Technician – Level 2,” you would be responsible for providing technical support to end-users and resolving issues related to hardware and software. You would work closely with the other team members in our IT department to escalate and resolve complex issues. Your day-to-day responsibilities would include troubleshooting and diagnosing hardware and software issues, installing and configuring software and hardware for end-users, and documenting and tracking service requests and incident tickets. Excellent communication skills are essential for this role, as you would be interacting with end-users on a regular basis. You would need to be able to explain technical concepts in a way that is easy for non-technical users to understand, and be patient and empathetic when dealing with users. Strong problem-solving and analytical skills are also vital, as you would be required to work through complex technical issues and provide solutions in a fast-paced environment.

Essential Functions

• Troubleshoot and diagnose advanced hardware and software issues.
• Install and configure software and hardware for end-users.
• Document and track service requests and incident tickets.
• Automate application deployments via tools like Manage Engine, Ivanti, etc.
• Collaborate with other technology teams to resolve issues and provide solutions.
• Provide technical guidance and training to end-users.
• Work with the other groups in the IT department to escalate and resolve complex issues.
• Identify opportunities for process improvement and best practices in IT service delivery.
• Maintain and update technical knowledgebase and documentation.

Required/Preferred Education and Experience

• Bachelor’s degree preferred (not required)
• A minimum of 3-6 years of work experience
• Experience with operating system deployments, application packaging, advanced PC troubleshooting, and with ITSM systems like Service Now

Knowledge, Skills and Abilities

• Excellent verbal and written communication skills
• High level of customer service
• Capable of multitasking and working within tight deadlines
• Excellent knowledge of OS and application deployments
• Detail oriented and organized, and capable of handling proper follow-up with end users.