IT Service Desk Technician

The employee works under the direction of the IT manager or designated supervisor, who establishes priorities, objectives, and available resources. The employee plans and executes assigned work, manages routine issues within established procedures, coordinates with relevant stakeholders, and keeps the supervisor informed of progress, risks, delays, and matters requiring additional guidance or approval. The employee is expected to exercise sound technical judgment while recognizing the limits of their authority and following established policies and processes., Technical Support (35%)

• Provide technical support to employees across office, warehouse, and other company environments.
• Troubleshoot and resolve hardware, software, operating system, application, network, and telecommunications issues.
• Assist with the maintenance and troubleshooting of servers, network
• Prioritize and complete assigned work according to established service levels, business needs, procedures, and deadlines.
• Manage assigned service requests through resolution, maintaining accurate ticket documentation and communicating status and delays to users.
• Follow information security policies and access-control procedures when handling company systems, accounts, and data.
• Test and verify completed work to ensure requested outcomes are achieved and systems function as intended.
• Take ownership of assigned responsibilities, communicate proactively, and escalate risks or issues requiring additional guidance or authorization.

Installation and Configuration (25%)

• Install, configure, maintain, upgrade, and test computers, mobile devices, printers, phones, and other IT equipment.
• Support Microsoft Windows workstations, Apple devices, productivity applications, and related management systems.
• Administer telephone systems, including user setup, voicemail, calling features, and routine service changes.

Maintenance (25%)

• Maintain accurate IT asset inventories, equipment assignments, software license records, and related documentation.
• Develop and maintain knowledgebase articles, technical documentation, and standard operating procedures.
• Implement system and configuration changes in accordance with established change-management procedures and approval requirements.

Design and Development (15%)

• Provide technical guidance and training to users and coordinate with IT staff, vendors, and other departments to resolve issues and complete projects

The successful candidate combines practical technical skills with strong customer service, attention to detail, clear communication, and personal accountability. The position requires the ability to manage assigned work independently within established procedures, document activities accurately, verify results, and escalate issues or decisions that require additional guidance or authorization., Minimum Experience Required

1-3 years of experience in an IT support, service desk, desktop support, or similar technical role.

Minimum Education Required

High school diploma or equivalent.

Preferred Education

Associate or bachelor’s degree in information technology, computer science, information systems, or a related field, or equivalent practical experience.

Competencies

Communication: Communicates clearly and professionally, keeps appropriate stakeholders informed, documents work accurately, and raises issues or delays promptly.

Customer Service: Responds professionally to user needs, sets appropriate expectations, and works toward timely, effective resolution.

Thoroughness and Attention to Detail: Follows requirements and procedures, maintains accurate records, verifies work, and ensures assigned tasks are completed correctly.

Analytical Thinking and Troubleshooting: Uses a logical, methodical approach to diagnose problems, evaluate solutions, and determine when escalation is necessary.

Ownership and Accountability: Takes responsibility for assigned work, follows through on commitments, accurately reports progress and results, and acknowledges and addresses mistakes.

Teamwork: Collaborates effectively, shares relevant information, supports colleagues, and contributes to shared goals.

Technical Expertise: Applies appropriate technical knowledge and practical skills to support company systems, equipment, and users.

Time Management and Prioritization: Organizes assigned work, responds according to established priorities, manages deadlines, and communicates risks to timely completion.

Security and Procedural Compliance: Follows security requirements, access-control processes, change-management procedures, and established approval practices.