IT Service Desk Technician

The Service Desk Technician's role is primarily to monitor, assign and assist with support requests and incidents submitted into the IT support queue and via received phone calls. This includes password resets/account unlocks, installing, diagnosing, and occasionally upgrading organizationally installed software and tools, as well as remotely assisting on-site teams with ensuring optimal workstation performance. The role performs remote troubleshooting in a timely and accurate fashion when providing end-user assistance.

Responsibilities

• Receive and respond to incoming calls for support both for standard and urgent issues

• Perform remote analysis, diagnosis, and when necessary, resolution of simple issues for end users, escalating to on-site Desktop Support and/or IT Systems Engineering when needed, to ensure timely resolution of reported issues

• Support development and implementation of new computer projects and new hardware installations remotely as needed

• Participate in projects to, install, and test customized configurations based on various platforms and operating systems

• Where required, administer and resolve issues with associated end-user workstation network access software products

• Involvement with company-wide deployments and/or migration efforts • Perform other duties as assigned and consistent with the scope and intent of the position

Position Requirements

Formal Education & Certification

• High School diploma or equivalent, and/or 3 years work experience in related field

• Certifications DOE

Knowledge & Experience

• Windows OS through Windows 11

• Linux OS

• MacOS

• Basic knowledge and experience with basic networking technologies and concepts LAN/WAN, VPN, Firewalls, DHCP/DNS

• Knowledge and experience supporting Microsoft O365

• iOS and Android mobile devices

• Enterprise printers/scanners setup including Universal Print or equivalent

• Remote desktop management tools such as Kaseya or equivalent

• Teleconferencing unified communications tools such as Microsoft Teams and Ring Central or equivalent

Strong Pluses

• Experience with Service Desk ticketing systems such as JIRA or equivalent

• Basic experience with Powershell, CLI

• Certifications in CompTIA A+, Network +, Mac OSX, Windows 11, Linux

Personal Attributes

• Strong customer service orientation

• Proven analytical and problem-solving abilities

• Ability to effectively prioritize and execute tasks in a high-pressure environment, including working closely with senior staff and executives

• Excellent written, oral, and interpersonal communication skills

• Ability to conduct research into PC and software issues and products as required

• Ability to present ideas in business-friendly and user-friendly language

• Highly self-motivated and directed

• Keen attention to detail

• Team-oriented and skilled in working within a collaborative environment

Work Conditions

• Sitting for extended periods of time

• Dexterity of hands and fingers to operate a computer keyboard and mouse

Reporting Relationship

• This position reports to the Sr. Manager of Information Technology

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Work Location: In person