IT Service Desk Technician

rovide IT service desk and technical support to users * Tickets in the que so schedule with customers, compliance projects/backend, endpoints physically mapped out * Maintain in-house and remote computer systems, desktops, and peripherals. This includes installing, upgrading, and repairing all hardware and equipment while optimizing system performance. * Troubleshoot problem areas accurately and provide end-user training where required. * Evaluate and respond to service requests in a timely manner with a resolution. * Perform analysis and diagnosis of routine PC problems for end-users. * Recommend and implement solutions. * Install, configure, test, maintain, and troubleshoot end-user workstation software/hardware, networked peripheral devices, and networking software/hardware products. * Maintain an inventory of all IT assets including the history of hardware failure, repair, installation, and removal. * Construct and test customized configurations based on different platforms and operating systems. * Monitor and test PC performance and provide statistics and reports. * Maintain communications with end-users to ensure systems meet our needs With guidance, perform periodic system maintenance * Place vendor service calls to resolve hardware or software failures * Coordinate with end-users and technical staff to maintain systems that use industry best practices to meet our goals, while maintaining the security of the data, system, and network. * Produce metrics, project status reports, and operating status reports for management and team members * Perform and document routine problem analysis and resolution design for systems * Support, communicate, and defend the values and culture of the organization * Maintain and enforce network and information security in accordance with company policy * Extended or after-hours support is required * Occasional travel to other sites required <15%

• 4+ years’ Service/Help Desk experience (customer face to face experience)
• Level 2-3
• Problem-solving skills
• Account management using MS Active Directory/Azure
• Support of PC and Mac OS - enterprise level
• Mobile device manager - ABMF or something similar
• Support of MS Office Suite/O365/Google Suite
• Maintain accurate records using a ticket management system, i.e., ManageEngine, Zendesk, etc. — NewsMax use zoho servicedesk, SLAs, updates or any ITSM
• Understanding of current principles and practices of IT support
• Familiarity of IT Service Desk functionality and maintenance procedures
• Experience with IT consulting or customer service
• Ability to work in a collaborative, cross-functional team environment
• Printer/computer experience example: Map a printer with a pc
• Endpoint management experience
• Excellent Communication & professionalism