Service Desk Support Technician

Our client is hiring a PC Configuration & Installation Technician (Help Desk Support Technician) for an onsite contract to hire role. In order to be considered for this position you must possess:

• Over 2 years of help desk or IT support experience
• Experience Supporting VoIP phones and A+ certification highly desired

• Serves as the first point of contact for diagnosing issues related to software, hardware, and communication systems.
• Escalates more complex problems to higher-tier support teams as necessary.
• Ensures a positive user experience through effective communication and problem-solving.
• Problem Analysis & Diagnosis
• Utilizes structured troubleshooting techniques to identify root causes of technical issues.
• Applies logical and systematic methods to resolve system and network-related problems.
• Incident Tracking & Ticket Management
• Oversees support tickets, ensuring they are logged, prioritized, and addressed within service level agreements.
• Maintains accurate records of user-reported issues and follows up on unresolved cases.
• Technical Expertise
• Skilled in troubleshooting various software and hardware components, including VPN access, system authentication, and productivity applications.
• Proficient in working with IT environments including Windows OS, Active Directory, and collaboration tools.
• Experience diagnosing connectivity issues related to network security, firewall configurations, and local infrastructure.
• System Setup & Deployment
• Handles software installations, system configurations, and routine hardware upgrades.
• Implements asset tracking measures to maintain security and compliance standards.
• Networking & Security Awareness
• Understands network fundamentals and basic system security protocols.
• Identifies and mitigates potential cybersecurity threats in line with best practices.
• Familiar with enterprise mobile device management tools for handling software and security updates across multiple platforms.
• Works with document storage systems to optimize access and retrieval processes.
• Knowledge Sharing & Research
• Conducts research to troubleshoot emerging technical issues.
• Develops guides and documentation to improve efficiency in IT support functions.
• Proactive Support & Multitasking
• Monitors unresolved issues and ensures pending tasks are addressed in a timely manner.
• Manages multiple assignments effectively in a fast-paced environment.
• Additional Responsibilities
• Assists with other IT department tasks as needed to support operational goals.