IT Service Desk Technician

Required Skills & Qualifications

The ideal candidate will possess a strong combination of technical troubleshooting ability, customer service skills, and the ability to work effectively in a fast-paced environment. This role requires a technician who takes ownership of issues, communicates clearly with users, and sees problems through to full resolution rather than passing them along unnecessarily.

Technical Skills

• Strong troubleshooting skills for Windows 10/11 operating systems

• Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

• Knowledge of Active Directory / Entra ID user account management

• Experience with VPN troubleshooting and multi-factor authentication systems (Okta preferred)

• Ability to install, configure, and troubleshoot PC hardware, laptops, peripherals, printers/scanners

• Familiarity with network fundamentals (DNS, DHCP, TCP/IP, Wi-Fi troubleshooting)

• Experience supporting mobile devices (iOS and Android) in BYOD environments

• Experience using ticketing systems (Zendesk preferred)

• Basic understanding of AV systems and conference room technology

• Ability to deploy and configure workstations and standard software images

Service Desk & Operational Skills

• Ability to prioritize and manage multiple Service Desk tickets simultaneously

• Strong documentation skills for ticket updates, root cause, and resolution steps

• Ability to identify trends and escalate recurring technical issues

• Experience working within service level expectations and response times

• Ability to maintain IT inventory and track equipment lifecycle

Soft Skills

• Excellent customer service and communication skills

• Ability to translate technical issues into clear explanations for non-technical users

• Strong problem-solving and analytical skills

• Ability to work independently and collaboratively within a team

• Strong attention to detail and organizational skills

Preferred Qualifications

• 2+ years of experience in IT support or Service Desk role

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience)

• Industry certifications such as CompTIA A+, Network+, or Microsoft certifications

• Experience supporting AV setups for meetings or events

How to Apply

• Please submit your resume detailing your relevant experience to [email protected]