IT Service Desk Engineer (225-830)

As an IT Service Desk Engineer, you will play a crucial role in delivering exceptional technical support and customer service to our employees. This position acts as the first point of contact for all IT-related inquiries, troubleshooting, and resolving technical issues in a timely and efficient manner. Using your knowledge of computer systems, software, and network operations, you will guide users through step-by-step solutions and escalate more complex problems to specialized teams when necessary. You must maintain a strong focus on customer satisfaction and be comfortable working in a fast-paced environment with a variety of technologies. By consistently delivering high-quality support and maintaining accurate documentation, you will contribute significantly to the optimal functioning of our organization's IT infrastructure.

Responsibilities

• Provide first-level technical support and assistance to end-users experiencing IT issues.
• Troubleshoot and resolve hardware, software, and network-related problems efficiently.
• Create and update service tickets using our internal ticketing system to track issues.
• Communicate effectively with users to understand and diagnose their technology needs.
• Escalate unresolved or complex issues to higher-level IT staff for further investigation.
• Maintain accurate documentation of service requests and incident resolutions performed.
• Monitor and manage response times to service tickets to ensure timely support delivery.
• Assist in deploying and setting up new hardware, software, and peripheral devices.
• Collaborate with IT team members on projects and initiatives to improve IT services.
• Contribute to the development of knowledge base articles and technical guides.
• Offer training and guidance to users to maximize their technology usage and efficiency.
• Stay updated with the latest industry trends and emerging technologies relevant to IT support.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in an IT support or service desk team environment is required.
• Strong understanding of Windows, macOS, and Linux operating systems is essential.
• Excellent troubleshooting skills to resolve technical issues promptly and accurately.
• Familiarity with remote desktop applications and help desk software is preferred.
• Outstanding communication skills, both verbal and written, are necessary.
• Ability to work independently and manage multiple tasks with minimal supervision.
• Strong organizational skills to maintain accurate records and documentation.