Description

You will handle end-user support across applications, system administration, and network issues.

Responsibilities

• Diagnose, prioritize, troubleshoot, and resolve IT incidents reported via phone, chat, email, or walk-ins.
• Log all contacts and document activities and results completely within the incident management tool.
• Take ownership of user problems, resolving them and communicating progress timely.
• Handle helpdesk requests, ensuring adherence to service management principles.
• Provide basic and intermediate troubleshooting for service desk tickets.

Required Skills

• 12+ years of experience in IT helpdesk environments.
• Knowledge of ITIL Framework and terminologies.
• Expertise in Windows and Mac operating systems, including VDI environments.
• Familiarity with networking concepts: DHCP, DNS, TCP/IP, VPN.
• Proficiency in supporting standard applications: Outlook, MS Suite, O365, Zoom, Jabber, VPN.
• Experience with Windows Server, SCCM, Desktop Central.
• Ability to manage user accounts, including password resets and lockouts.
• Excellent verbal and written communication skills.
• Willingness to work in a 24x7 environment with rotating shifts.

Key Skills

Education

Associate Degree, Bachelors Degree