IT Service Desk Technician

Roles Responsibilities

• Handle IT incidents and service requests through ticketing tools, phone, email, and Teams.
• Troubleshoot desktop hardware, software, applications, and end-user devices remotely.
• Resolve complex technical issues and guide junior support engineers.
• Install, configure, and maintain Windows 10/11 systems and desktop applications.
• Configure and support iOS and Android devices.
• Analyze recurring issues, document solutions, and maintain technical knowledge resources.
• Support IT projects and follow security and access management procedures.

Required skills

• Bachelors degree in IT, Computer Science, Engineering, or a related field.
• 7-10 years of experience in desktop support or IT service desk operations.
• Minimum 5 years of experience with Windows 10/11 and desktop software installation.
• Knowledge of ticketing tools, incident management, and SLA processes.
• Strong communication, troubleshooting, and multitasking skills.
• Willingness to work shifts aligned with U.S. business hours.