IT Service Desk Engineer 17D25

The IT Service Desk Engineer, reference code 17D25, is a crucial role within our organization, responsible for providing exceptional technical support to our users. As a key member of the IT team, you will be the first point of contact for all IT-related issues, ensuring quick and efficient resolution. Your role will be instrumental in maintaining productivity and operational efficiency by addressing technical issues, providing solutions, and escalating problems when necessary. The ideal candidate will have strong problem-solving skills, excellent communication, and a thorough understanding of IT systems and networks. Joining our team will offer a challenging and rewarding environment, with opportunities for professional growth in the ever-evolving field of information technology.

Responsibilities

• Provide first-level technical support via phone, email, and in-person requests.
• Diagnose and resolve hardware and software incidents effectively and efficiently.
• Manage user accounts in Active Directory, ensuring accuracy and security.
• Install, configure, and troubleshoot computer hardware and software systems.
• Monitor system performance and escalate issues to senior personnel as needed.
• Maintain documentation of all service requests and resolutions for future reference.
• Assist in managing IT inventory, including tracking and ordering equipment.
• Participate in the development and implementation of IT service improvements.
• Ensure timely follow-up with users to guarantee customer satisfaction and issue resolution.
• Collaborate with other IT teams to support company-wide projects and initiatives.
• Stay updated with the latest industry developments to enhance service delivery.
• Provide training and guidance to users on efficient use of technology resources.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field required.
• Proven experience as an IT Service Desk Engineer or similar technical support role.
• Strong troubleshooting skills with proficiency in Windows and macOS environments.
• Excellent communication skills, both written and verbal, with a customer-focused approach.
• Experience with ticketing systems and ITIL practices is highly desirable.
• Ability to work independently as well as collaboratively in a team setting.
• Keen attention to detail with strong organizational and multitasking capabilities.