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
