IT Service Desk Engineer / IT Service Desk Supporter
Core
Handling IT incidents and service requests via phone, email, and ticketing systems to ensure First Call Resolution.
Role type
IT Service Desk Engineer
Builds
IT support services for end-users
Domain
IT Operations / Help Desk
Deliverable
client delivery
Required skills
Windows and macOS environment knowledge, Office 365, network basics, incident management, user account administration, standard software and hardware installation, system monitoring, knowledge base documentation (via careerplan.io/jobs/744000152846247-it-service-desk-engineer-it-service-desk-supporter-at-umb-ag)
Preferred skills
analytical thinking, proactive learning, ability to work under pressure
Technologies
Windows, macOS, Office 365, ticketing systems, monitoring tools
Responsibilities
Answering and processing inquiries via phone, email, and ticketing system; capturing and prioritizing incidents and service requests; performing first-level analysis and troubleshooting; escalating complex issues to 2nd level or specialized departments; documenting steps and solutions in the knowledge base; managing user accounts and resetting passwords; supporting standard installations of software, printers, and network access; monitoring system alerts and using monitoring tools; updating the knowledge base with new solutions.
Seniority
Individual Contributor