Contribute to impactful technical support initiatives in a hybrid work environment. Collaborate with a dynamic team to resolve complex issues effectively. Enhance your skills with cutting-edge technologies and tools.
Service Desk Technician
in Information Technology PermanentJob Detail
Job Description
Overview
- Provide technical assistance to users, troubleshooting computer hardware and software issues effectively.
- Support users through various communication channels, ensuring timely resolution of technical concerns.
- Collaborate with team members to research and resolve complex technical problems.
- Maintain knowledge of emerging technology trends and innovations.
- Assist in setting up and shipping computer hardware to new users efficiently.
- Ensure compliance with service level agreements in a fast-paced environment.
- Provide guidance to users through diagnostic and troubleshooting processes.
- Arrange service by vendors for repair or replacement of defective products.
Key Responsibilities & Duties
- Identify and resolve users’ problems with computer software and hardware.
- Field support calls, emails, and chats regarding software, connectivity, and printing concerns.
- Guide users through diagnostic and troubleshooting processes using tools and verbal instructions.
- Collaborate with staff to research and resolve technical issues effectively.
- Assist in provisioning M365 applications, managing licenses, and mailbox administration.
- Troubleshoot Microsoft Teams issues, set up channels, and manage collaboration features.
- Utilize service desk tools such as Service Desk Plus, Jira Service Desk, or Zendesk.
- Perform other related duties as assigned to support team objectives.
Job Requirements
- Bachelor’s degree in Computer Science or related field required.
- Minimum of 3 years of experience in customer technical support preferred.
- Proficiency in managing M365 applications including Exchange Online, SharePoint, Teams, and OneDrive.
- Experience with Intune for mobile device management and endpoint security.
- Competence in diagnosing and resolving Windows-related problems effectively.
- Skilled in M365 user provisioning, license management, and mailbox administration.
- Familiarity with service desk tools such as Service Desk Plus, Jira Service Desk, or Zendesk.
- Ability to lift at least 15 pounds and work in a fast-paced environment.
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