IT Service Desk Technician
Core
Resolve IT issues of varying complexities for domestic and international remote staff, managing incidents, service requests, and business systems.
Role type
IT Service Desk Technician (1st line support)
Builds
IT support services for global staff
Domain
IT Operations / Enterprise Support
Required skills
Incident management, ITIL framework, Microsoft 365 support, account management, hardware setup, network monitoring, AV technology maintenance, knowledge base documentation, escalation procedures, compliance adherence (SOX, GDPR, PCI DSS, ISO 27001)
Preferred skills
ITIL V4 Foundation Certification, Microsoft Azure or Microsoft 365 Certification, CompTIA A+, network troubleshooting (routers, switches, DHCP, DNS, TCP/IP, Firewalls, WAN, LAN)
Technologies
Microsoft 365, Azure AD, Windows 11, Mac OS, Android, iOS, VOIP, network equipment, servers, AV technologies
Responsibilities
Provide 1st line IT support for incidents and service requests in person or via remote support tools; Record, track, and document the lifecycle of an incident or request within the ITSM system following ITIL best practices; Fix causes, not just symptoms, and do what is necessary to prevent problems from recurring; Investigating and implementing ways of reducing calls to the Service Desk; Managing end-user accounts, permissions, and access rights to various technology platforms while ensuring that all InfoSec, Compliance, SOX and GDPR requirements are consistently observed; Providing 1st line Microsoft 365 support; Supporting KI's business systems and 3rd party applications; Contributing to our knowledge base and writing support documentation; Setting up and configuring new hardware to meet business requirements; Monitoring and maintaining network equipment, servers, VOIP telephony systems and AV technologies; Recognizing when to escalate IT issues to 2nd line support or other IT groups; Carrying out maintenance on AV technologies used in our meeting rooms and supporting meetings when and where required; Delivering results set against individual and team KPIs.
Seniority
Mid-level, hands-on IC
