IT - Service Desk Support

OPPORTUNITY:

Maintain and monitor end-user workstations and productivity on local area network and

perform a variety of maintenance, software installation, end-user support and training

tasks to ensure end-user workstations and network performance meet company and user

requirements. The Service Desk provides support to staff on all company-supported

applications, troubleshoot computer problems, advise on appropriate action once

problem sources are determined, and complete application project-based work.

SCOPE OF WORK:

• Support the IT Service Desk team by triaging new tickets, responding to incidents,

and escalating to the appropriate teams as needed.

• Work with other Service Desk personnel to improve the work and ticket flow through

the system.

• Create comprehensive documentation to ensure effective knowledge transfer and

facilitate consistent support processes.

• Administers end-user workstations and supports end-user activities utilizing TCP/IP

on a primarily Microsoft Windows-based local area network (LAN).

• Creates and manages user accounts in Active Directory, ensuring new team

members are promptly added to the system. Proactively monitors and updates

Active Directory to maintain accurate records of team members, computers, and

groups.

• Investigates user problems and identifies their source; determines possible

solutions; tests and implements solutions.

• Installs, configures, and maintains computers for both new and existing employees.

Adds, upgrades, and configures disk drives, printers, and other hardware.

• Performs and/or oversees software and application installation and upgrades.
• Use available tools to provide remote support as needed.
• Troubleshoots systems and applications to identify and correct malfunctions and

other operational difficulties.

• Assists users in maximizing use of networks and computing systems, may conduct

some training.

• Occasionally provide initial contact and phone support for team members.
• Maintains confidentiality with regard to the information being processed, stored or

accessed by the end-users on the network.

IDEAL CANDIDATE PROFILE :

• Bachelor's Degree in Information Technology/Security or a related discipline.
• 1+ year of work experience (full time or internship) in a service desk, desktop

support, or computer support role.

• Ability to work in a fast-paced environment and provide quality customer service to

end-users when they are encountering technical issues.

• A+, Security+, or relevant Microsoft certifications are a plus.
• Strong fluency in English