IT Helpdesk Technician

As a Helpdesk Specialist at EOS IT Solutions, you will play a crucial role in ensuring the smooth and efficient operation of the organization's information technology infrastructure. Your responsibilities will include providing technical support to internal and external stakeholders, resolving issues promptly, and maintaining a high level of customer satisfaction. Your expertise and dedication will contribute to the overall success of the IT department and the company. Key Responsibilities: - Processing of laptop replacement queue - Being the first point of contact within Global Service Desk (GSD) support channels - Responding to common technical difficulties, training, and guidance requests from the user base - Monitoring and actioning appropriate ITHELP Jira queues - Software Provisioning / Deprovisioning within scope/access constraints - Adhering to standard escalation processes for IT tickets - Slack Administration and Google Workspace Administration within role access constraints - Laptop imaging and set up for new and existing employees - Ensuring Standard Operation Principles (SOPs) are followed - Primary ownership of office desk workspaces for peripheral testing, replacement, and tech readiness - Providing other IT/Helpdesk support as needed Qualifications Required: - Technical certification or bachelor's degree in an IT-related field preferred - Ability to communicate and write proficiently in a corporate environment - 3-6+ years of proven experience in a helpdesk or technical support role - Strong understanding of Apple/Mac operating systems, software applications, and network systems - Excellent problem-solving and communication skills - Commitment to providing exceptional customer service - Ability to work independently and in a team-oriented environment - Familiarity with IT service management (ITSM) and helpdesk software is a plus,