IT Service Desk Technician

The IT Service Desk Technician is a detail-orientated and customer-focused individual who utilizes problem-solving skills in a challenging and fast-paced environment. This role is essential in monitoring, troubleshooting, and resolving incoming technical requests received through phone calls, chats, or our ticket system.

Position Responsibilities:

• Serve as the first point of contact for technical support requests.
• Troubleshoot and resolve issues related to:
• Desktop/laptop hardware and peripherals
• Software (e.g., Adobe Creative Suite, Office 365, etc.)
• Support email, VPN, and remote access for field reporters and editors.
• Assist with user account setup, password resets, and access permissions.
• Log all support interactions in the help desk ticketing system and escalate complex issues as needed.
• Maintain, create, and update internal documentation and knowledge base articles/solutions.
• Provide support during normal business hours in a team environment.
• Provide support after normal business hours in an on-call rotation environment for critical issues.
• Remote position with the potential for onsite support as requested/needed based on the needs of the business.

Minimum Qualifications:

• High school diploma or equivalent; associate degree or IT certification preferred.
• 2-4 years of experience in a help desk or technical support role.
• Familiarity with Windows/mac OS, Microsoft Office 365, and remote support tools.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced, deadline-driven environment.
• Willingness to work flexible hours, including early mornings, evenings, or weekends to meet the needs of business in a war room type support environment.

Preferred Skills/Certifications:

• Understanding of ITIL Foundation Concepts
• Basic knowledge of networking, Entra ID, Office 365 platforms and apps including Share Point, One Drive, and Microsoft Legacy Apps, e.g., Word, Excel, Power Point, and cloud-based services.
• Microsoft 365 Endpoint Administrator Associate Certification

Work Environment:

• Remote position with the potential for onsite support as requested/needed based on the needs of the business.
• Requires on-call support in a team rotation assignment.

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