IT Service Desk Technician

Looking to advance your career? Take your skills to the next level with us! R.M. Chin & Associates, Inc. (CHIN) is seeking an IT Service Desk Technician to provide exceptional customer service by supporting end users and working with a wide range of technologies. The individual will be responsible for serving as a Tier 1 / Tier 2 point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications., Technical Troubleshooting & Resolution:

• Diagnose and resolve end-user and in-office hardware, software, and connectivity issues.
• Acts as the front line solving immediate, everyday tech issues as Tier 1 / Tier 2 support.
• Diagnose and document SaaS applications and core application platform issues.
• Drive the resolution of basic issues related to desktop, mobile, applications, remote access and remote users.

Incident, Request and Asset Management:

• Monitor & track incidents and requests using CHIN’s ITSM tool to ensure adherence to SLAs, appropriate communication to the end-user, and timely resolution.
• Assist with asset management across software and hardware assets. Work with leadership to conduct quarterly asset reviews and assist with asset refresh cycles.
• Assist with root cause analysis for recurring issues by investigating, documenting and recommending permanent solutions.

User Access & Security:

• Manage user accounts, permissions, and access requests across various platforms and applications.
• Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.

Knowledge Base & Documentation:

• Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge based.
• Assist with the creation of end-user self-help and SOP documentation to be published on the IT portal.
• Provide feedback and recommendations to improve existing documentation and training materials.

Customer Service & Communication:

• Deliver high-quality customer service, maintain professionalism and clear communication throughout interactions.
• Provide status updates to users and internal stakeholders regarding incidents and request progress and resolution times.
• Serve as an educator for the end-user, helping them understand existing IT capabilities and sharing security related best practices.

Proactive Monitoring & Maintenance:

• Support proactive monitoring of critical systems and services to identify potential issues before they impact users.

• Minimum 2 years’ experience providing end user support

• B.S. in Information Systems or Information Technology or Computer Science related field

• Enjoys interacting with users and solving problems of varying degrees of complexity
• Excellent knowledge of Windows operating systems, especially Windows 11 and Mac’s
• Hands on hardware troubleshooting experience including laptops, desktops., * Familiarity with the Microsoft 365 suite of applications, including Outlook, Teams, SharePoint.
• Understanding of modern security principles and capabilities.
• Strong communication skills including verbal and written communication
• Strong customer service with a positive attitude and demeanor.

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Profit sharing, * Competitive base salary between $55 - 75K, depending on experience and skills
• Annual bonuses are based on individual and company performance.
• 401K yearly profit-sharing contribution.
• PTO.
• 11 paid holidays, plus 2 floating holidays.
• Parental leave.
• Medical, dental, and vision insurance.
• Relevant certifications and courses reimbursed.

R.M. Chin & Associates, Inc., M/W/DBE/ACDBE is an Equal Opportunity Employer, offering comprehensive benefits and competitive pay. Come be part of our growing team!