Service Desk Technician

Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.

SERVICE DESK TECHNICIAN

About The Role

We are seeking a highly motivated and skilled Intermediate Service Desk Technician to join our Service Desk team. This role involves providing technical support, including user onboarding/offboarding, account management, hardware troubleshooting, and software assistance. You'll play a key part in delivering prompt, effective support to our users.

Key Responsibilities

• Providing support for incoming requests via Service Desk ticket, telephone, chat, and self-service portal
• Prioritizing incidents and service requests within target SLA’s
• Recording detailed information into the Service Desk ticketing system
• Providing support for laptops, printers, and peripheral devices including hardware and software setup and support
• Facilitate the onboarding and offboarding process for employees
• Completing access requests, access changes, application provisions, password reset, and distribution list updates
• Maintaining technical documentation via solution library with respect to installation of software, configuration of hardware, and troubleshooting
• Managing hardware asset management and software licensing
• Engaging vendor support contacts to resolve technical problems with desktop computing equipment and software
• Providing SharePoint support, including site creation, access, and content management
• Creating and maintaining application deployments and OS patching
• Working on projects and meeting timelines as necessary
• Providing users with "How to" training on basic to intermediate application functions
• Participating in after-hours rotation schedule (evenings, weekends, and holidays)

Experience And Qualifications

• Minimum of 3 years of experience in a service desk or technical support role
• Proficiency in troubleshooting hardware and software issues
• Experience with user account management and access control
• Familiarity with ITIL processes and Service Desk ticketing systems
• Strong communication skills and the ability to provide clear and concise instructions to users
• Experience with SharePoint, application deployments, and OS patching
• Ability to work independently and as part of a team
• Flexibility to participate in after-hours on-call rotation

Skills

• Fluent in English with strong verbal, written, and documentation skills
• Process-oriented with the ability to prioritize critical issues in fast-paced environments
• Proficient in Microsoft 365 apps, Windows 11, macOS, Active Directory, and Entra AD
• Skilled in InTune, Mosyle MDM, SharePoint, and PowerShell scripting
• Solid understanding of networking fundamentals (routers, switches, access points)

Education And Experience

• College/University diploma/degree in progress in a related field (Computer Systems not development/testing)
• 3 years of experience in a Service Desk role
• Interest in working with technology (independent work)

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.

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