Service Desk Technician
Core
Provide first-line and second-line technical support for incident resolution, service requests, and end-user device management across hardware, software, and network environments.
Role type
IT Service Desk Technician (Level 1/2 Support)
Builds
IT service delivery and end-user productivity
Domain
IT Operations / Desktop Support
Required skills
Incident management, troubleshooting hardware/software/network issues, MDM administration, user account management, ITSM process adherence, technical documentation
Preferred skills
Linux environment knowledge, process improvement initiatives
Technologies
Microsoft Windows, Microsoft 365, TCP/IP, LAN/WAN, Wi-Fi, VPN, MDM platforms, Ticketing systems
Responsibilities
Diagnose and resolve hardware, software, OS, and application issues; manage incidents and service requests per SLAs; install and maintain desktops, laptops, mobile devices, and peripherals; support network connectivity and remote access solutions; administer user accounts and access permissions; create and maintain technical documentation and knowledge base articles.
Seniority
Entry to Mid-level, hands-on IC