IT Service Desk Engineer (225-618)

The IT Service Desk Engineer plays a critical role in ensuring the smooth operation and efficiency of an organization's IT services. The position requires an individual who is highly skilled in troubleshooting a variety of IT issues, including software, hardware, and network-related problems. The IT Service Desk Engineer acts as the first point of contact for all user-reported IT issues and inquiries, providing timely and effective solutions to minimize downtime and improve user satisfaction. This role demands excellent communication skills, strong technical expertise, and the ability to work both independently and as part of a team. A successful candidate will have a customer-oriented approach and be capable of managing a diverse workload in a fast-paced environment.

Responsibilities

• Provide first-level support for all IT-related incidents and service requests.
• Troubleshoot hardware and software issues across multiple operating systems and platforms.
• Monitor and respond quickly to incoming requests related to IT issues.
• Manage user accounts, including password resets and access permissions.
• Document internal procedures and troubleshooting steps for future reference.
• Escalate complex issues to higher-level IT staff or specialized teams promptly.
• Participate in the deployment of new hardware, ensuring all settings are correctly configured.
• Implement and enforce IT best practices and security protocols.
• Collaborate with other IT teams to solve escalating user issues.
• Provide training and support to users on IT tools and systems.
• Maintain an organized ticketing system to track and follow up on issues.
• Conduct regular system audits to ensure compliance with company standards.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 2 years experience working in an IT support or service desk role.
• Strong knowledge of computer systems, networks, and various software applications.
• Excellent problem-solving skills and ability to think critically under pressure.
• Outstanding communication skills with the ability to explain technical terms simply.
• Experience with helpdesk and remote assistance tools and software.
• Ability to manage and prioritize multiple issues efficiently and effectively.
• Willingness to work in shifts or on-call as required by the organization.
• IT certifications like CompTIA A+, Network+, or ITIL are highly desirable.