Service Desk Technician

POSITION SUMMARY

The Service Desk Technician provides front-line technical support to end users across the organization, serving as the primary point of contact for IT-related issues. This role is responsible for logging, prioritizing, and resolving Tier I and Tier II incidents involving hardware, software, networking, and peripherals. The ideal candidate combines strong technical proficiency with excellent communication skills and a customer-first mindset.

EDUCATION & EXPERIENCE

Education Bachelor''s degree from an accredited institution in Computer Science, Information Systems, Engineering, Business, or a related technical discipline. Three (3) years of equivalent experience in a related IT field may be substituted for the degree requirement. General Experience Minimum of five (5) years of experience in a business IT environment with emphasis on PC hardware and enterprise applications. Demonstrated background in information systems development, client/server environments, or related fields.

KEY RESPONSIBILITIES

Answer incoming service desk calls; log all requests in the IT Service Desk system (IBM Maximo or equivalent) and adhere to established procedures. Monitor and respond to emails received in the service desk mailbox, creating corresponding service tickets for each request. Review ticket history, assess reported issues, resolve problems, and accurately document all actions taken. Ensure all client workstations (desktops and laptops) maintain current drivers, patches, and security updates. Create and restore workstation images for desktops and laptops as required. Troubleshoot LAN and WLAN connectivity issues on end-user workstations. Configure and deploy new workstations and printers for network access. Deploy new state-procured equipment and software into the existing environment. Replace outdated or malfunctioning hardware and software, ensuring proper removal, documentation, and transport to designated locations. Record all moves, additions, and changes in compliance with client inventory requirements and policies. Diagnose and resolve issues related to supported hardware, software, and peripheral devices. Install approved software and hardware on client workstations per established change management procedures. Collaborate effectively with contractors and client staff to support ongoing IT operations. Participate in internal IT meetings as requested by management. Update and maintain service desk tickets on a daily basis to ensure accurate status reporting. Assist in drafting installation instructions, standard operating procedures (SOPs), and technical documentation. Perform other related duties as assigned by IT management.

SPECIALIZED / PREFERRED QUALIFICATIONS

Candidates must have a minimum of three (3) years of experience in each of the following areas: Providing Tier I & Tier II IT support in a Service Desk environment. Troubleshooting PC hardware and software in a Microsoft networked environment. Microsoft Active Directory - user account and device management. Repairing, installing, upgrading, and reconfiguring PCs and laptops.

Service Desk software:

IBM Maximo, Remedy, ServiceNow, or an equivalent ITSM platform.

Remote Desktop tools:

Microsoft Remote Desktop, Microsoft Teams, SCCM/SMS, LogMeIn Rescue, or equivalent.

CORE COMPETENCIES

Technical Proficiency Deep knowledge of PC hardware, Windows OS, and enterprise software. Problem-Solving Ability to diagnose complex issues and implement effective solutions efficiently. Customer Service Patient, clear communicator who delivers excellent service to diverse end-users. Attention to Detail Meticulous documentation and ticket management to ensure audit-readiness. Collaboration Works effectively with cross-functional IT teams and vendor partners. Adaptability Comfortable working in a fast-paced environment with changing priorities.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

Primarily office-based with occasional on-site support at client locations. May require bending, lifting, or carrying computer equipment up to 50 lbs. Ability to work flexible hours, including occasional evenings or weekends, during critical IT deployments or incidents.