About the role
Service Desk Technician
Our client is a leading provider of Information Technology services and solutions to small and medium sized organizations in the US.
Responsibilities include:
- Managing IT tickets via ConnectWise Manage. - Creating and decommissioning user accounts and PCs. - Troubleshooting printer, email, and hardware/software issues. - Coordinating with vendors (HP, Dell) when needed. - Ensuring clear documentation of troubleshooting steps in the ticketing system. - Strong communication skills are required as the candidate will use Teams messaging to coordinate with internal teams and escalate issues. - Answering calls and emails from customers and logging their queries into the ticketing system. - Diagnosing and resolving technical issues related to hardware, software, and network connectivity. - Escalating complex issues to other IT teams when necessary. - Troubleshooting problems remotely using remote desktop software. - Providing basic training and support to users on commonly used applications and software. - Maintaining and updating technical documentation and knowledge base articles.
Candidate Experience Requirements:
- Open to FRESH GRADUATES with a Degree in Computer Science/ Information Technology OR 2–3 years of experience in technical support or IT helpdesk.
Qualifications:
- Willingness to work flexible hours, including evenings (7PM PST to 7AM PST) and weekends as required.
Preferred:
- CompTIA A+ Certifications - Microsoft Certification(s) - Net+ Certification - ConnectWise Experience - MSP Experience
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