IT Service Desk Engineer 21F26

An IT Service Desk Engineer plays a critical role as the front line of IT support, ensuring that end-users, whether corporate employees or clients, receive technical assistance and resolution of their IT-related issues efficiently. As an IT Service Desk Engineer, you will be responsible for handling inquiries, resolving problems, and maintaining system stability, thus ensuring smooth and effective operation of IT systems within the organization. You will be tasked with diagnosing technical problems, documenting issues, and escalating them to higher-level support when necessary. Your expertise will help in improving IT service delivery and enhancing user satisfaction, making a significant impact on the organization's productivity and operational efficiency.

Responsibilities

• Respond to and resolve user issues regarding hardware, software, and network problems.
• Provide user support through phone, email, or onsite visits, ensuring timely issue resolution.
• Document issues, updates, and resolutions in the ticketing system for future reference.
• Assist in the configuration and installation of desktop computers, software, and peripherals.
• Collaborate with IT professionals to implement innovative technical solutions and upgrades.
• Perform routine system maintenance and updates to ensure network security and stability.
• Monitor IT systems' performance and troubleshoot to minimize potential disruptions.
• Escalate advanced technical issues to senior IT staff or management when necessary.
• Maintain an inventory of all IT equipment; assist in procurement and allocation processes.
• Educate users on best practices for system usage and promote IT policies and procedures.
• Develop and maintain technical documentation and standard operation procedures.
• Engage in continuous learning to improve technical skills and keep up-to-date with technology trends.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in a technical support or IT service desk role.
• Strong problem-solving skills with a focus on delivering practical solutions.
• Excellent communication skills, both verbal and written, for clear user interaction.
• Proficiency in Windows, Mac, and Linux operating systems and software applications.
• Familiarity with network concepts, troubleshooting, and IT infrastructure support.
• Ability to work independently or collaboratively in a fast-paced, dynamic environment.
• Certifications such as CompTIA A+, ITIL, or Microsoft are considered advantageous.