Service Desk, Technical Services

Job Description:

• The IT Help Desk / Desktop Support Technician will provide technical assistance to end users, deliver high-quality customer service, and resolve desktop-related issues both onsite and remotely.
• This role is ideal for recent graduates or individuals nearing the completion of an IT-related degree who possess strong communication skills, a calm demeanor, and the ability to troubleshoot effectively in a dynamic environment.

• Fresh graduates or candidates close to completing an IT-related degree.
• 1 year of IT experience in Help Desk or Desktop Support roles.
• Strong troubleshooting and problem-solving abilities.
• Excellent customer service skills.
• Excellent attendance.
• Professional communication with no foul or abrasive language.
• Calm and non-argumentative demeanor.
• Ability to take ownership without being defensive.
• Empathy and patience with upset or frustrated customers.
• Trainable, self-starting, and shows initiative.
• Ability to simplify technical explanations for end users.

• Customer service in a technology-oriented environment.
• Desktop support (onsite and remote).
• Windows 7 and Windows 10.
• Mapping network drives.
• Support for VPN tools such as Global Protect.
• General NAS understanding.
• Office Suite (Outlook 2013 or higher).
• Common applications (Adobe, Java, etc.).
• Ticketing systems, preferably Service Now.
• Phone support or helpdesk operations.
• Fast-paced and changing work environments.
• Working effectively within a team.
• Multi-tasking in a support setting.
• Clear and concise documentation.
• Active Directory (password resets and user account tasks).
• Remote or desktop support experience.

• Provide technical support for end users both onsite and remotely.
• Troubleshoot hardware, software, and network issues.
• Assist with Windows OS support tasks.
• Help users with account and access issues using Active Directory.
• Document issues and resolutions clearly in the ticketing system.
• Support office applications and commonly used software.
• Handle customer interactions with professionalism and empathy.
• Manage multiple tickets and tasks in a high-volume environment.
• Deliver clear instructions and explanations to non-technical users.

• Experience in customer-service oriented roles.
• Adaptability in changing environments.
• Strong teamwork and collaboration skills.
• Ability to communicate technical concepts in simple terms.

• Desktop support (onsite and remote).
• Windows OS support.
• Ticketing systems.
• Active Directory.
• Office applications.
• Basic networking tasks (drive mapping, VPN support).
• Troubleshooting and documentation.

• Degree in an IT-related field (completed or near completion).
• Additional technical certifications are a plus.