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The IT Service Desk Professional will serve as the first point of contact for end users to provide IT support. This person must have excellent communication and interpersonal skills to provide a high level of customer service. The Service Desk Professional needs to have experience using an incident management/ticketing system to record, monitor and resolve incidents. This person will be responsible for going through troubleshooting and diagnostic steps to resolve hardware and software issues, assisting with onboarding, creating/updating knowledge base documents and monitoring systems. This role also monitors IT systems and networks to identify alerts. If you have experience with job scheduling and monitoring tools, that would be a bonus. If you’re an experienced IT Support professional then please apply here!
Responsibilities:
- Serve as the first point of contact for IT support, addressing hardware, software, network, printer, and application issues
- Assist users with setup, configuration, and troubleshooting of IT equipment and software
- Provide technical support for hardware and software issues, including Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other related IT Systems
- Manage account lifecycle tasks such as user setup, deprovisioning, access controls, and password resets
- Conduct new hire orientations, ensuring smooth onboarding for IT systems and tools
- Monitor IT systems and networks, proactively identifying and addressing potential disruptions.
- Configure, implement, and coordinate automated production job scheduling to maintain operational efficiency
- Provide guidance and training on IT standard processes, tools, and resources to improve user proficiency
- Develop and maintain clear documentation for troubleshooting, common issues, and resolutions.
- Update and manage the knowledge base to streamline issue resolution and prevent recurring problems
- Perform routine maintenance and checks to ensure IT infrastructure stability and performance
- Identify and implement process improvements to enhance service desk operations and user experience.
- Actively participate in team meetings and contribute to new support strategies and initiatives
- Be available for on-call support or work outside regular business hours as needed
1448360 – CB_1771953519