Service Desk Technician

The Service Desk Technician provides front-line technical support to end users across the organization, serving as the primary point of contact for IT-related issues. This role is responsible for logging, prioritizing, and resolving Tier I and Tier II incidents involving hardware, software, networking, and peripherals. The ideal candidate combines strong technical proficiency with excellent communication skills and a customer-first mindset., * Answer incoming service desk calls; log all requests in the IT Service Desk system (IBM Maximo or equivalent) and adhere to established procedures.

• Monitor and respond to emails received in the service desk mailbox, creating corresponding service tickets for each request.

• Review ticket history, assess reported issues, resolve problems, and accurately document all actions taken.

• Ensure all client workstations (desktops and laptops) maintain current drivers, patches, and security updates.

• Create and restore workstation images for desktops and laptops as required.

• Troubleshoot LAN and WLAN connectivity issues on end-user workstations.

• Configure and deploy new workstations and printers for network access.

• Deploy new state-procured equipment and software into the existing environment.

• Replace outdated or malfunctioning hardware and software, ensuring proper removal, documentation, and transport to designated locations.

• Record all moves, additions, and changes in compliance with client inventory requirements and policies.

• Diagnose and resolve issues related to supported hardware, software, and peripheral devices.

• Install approved software and hardware on client workstations per established change management procedures.

• Collaborate effectively with contractors and client staff to support ongoing IT operations.

• Participate in internal IT meetings as requested by management.

• Update and maintain service desk tickets on a daily basis to ensure accurate status reporting.

• Assist in drafting installation instructions, standard operating procedures (SOPs), and technical documentation.

• Perform other related duties as assigned by IT management.

• Bachelor''s degree from an accredited institution in Computer Science, Information Systems, Engineering, Business, or a related technical discipline.

• Three (3) years of equivalent experience in a related IT field may be substituted for the degree requirement.

General Experience

• Minimum of five (5) years of experience in a business IT environment with emphasis on PC hardware and enterprise applications.

• Demonstrated background in information systems development, client/server environments, or related fields., Candidates must have a minimum of three (3) years of experience in each of the following areas:

• Providing Tier I & Tier II IT support in a Service Desk environment.

• Troubleshooting PC hardware and software in a Microsoft networked environment.

• Microsoft Active Directory - user account and device management.

• Repairing, installing, upgrading, and reconfiguring PCs and laptops.

• Service Desk software: IBM Maximo, Remedy, ServiceNow, or an equivalent ITSM platform.

• Remote Desktop tools: Microsoft Remote Desktop, Microsoft Teams, SCCM/SMS, LogMeIn Rescue, or equivalent.

CORE COMPETENCIES

Technical Proficiency

Deep knowledge of PC hardware, Windows OS, and enterprise software.

Problem-Solving

Ability to diagnose complex issues and implement effective solutions efficiently.

Customer Service

Patient, clear communicator who delivers excellent service to diverse end-users.

Attention to Detail

Meticulous documentation and ticket management to ensure audit-readiness.

Collaboration

Works effectively with cross-functional IT teams and vendor partners.

Adaptability

Comfortable working in a fast-paced environment with changing priorities.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

• Primarily office-based with occasional on-site support at client locations.

• May require bending, lifting, or carrying computer equipment up to 50 lbs.

Ability to work flexible hours, including occasional evenings or weekends, during critical IT deployments or incidents.