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Job Summary
We are seeking a contract IT Service Desk Technician who is passionate about both technology and helping people. This individual will play a key role in supporting internal end-users by providing Level 1 technical support via phone, chat, and ticketing system. The ideal candidate will be customer-focused, eager to improve processes, and comfortable working in a dynamic IT environment. Between support requests, you’ll work on documentation, knowledge articles, and special projects.
Duties & Responsibilities
- Provide first-level technical support via phone, ticketing system, and chat
- Troubleshoot hardware and software issues, including printers, monitors, and docking stations
- Resolve incidents related to Windows OS, device drivers, and peripherals
- Write and maintain user-facing knowledge base articles
- Support desktop imaging using PXE boot when needed
- Assist in automating workflows and improving processes using tools like Ivanti Neurons
- Collaborate with team members to identify and implement service improvements
- Provide occasional deskside support and contribute to broader IT initiatives
Requirements
- Minimum of 2 years of enterprise IT support experience or a demonstrated passion for technology (certifications, coursework, etc.)
- Experience troubleshooting peripheral hardware issues
- Familiarity with Windows OS and basic log/error review
- Excellent customer service and communication skills
- Ability to follow ITIL-based procedures and manage ticket lifecycle
- Comfortable independently researching technical solutions
- Understanding of basic AI bot prompting and related technologies
Nice to Haves
- Certifications or training in any of the following: A+, Microsoft Teams, MacOS, SharePoint Online, CyberArk MDM, Ivanti Neurons, ITIL Foundations, AWS Workspaces, or Citrix VDI
- Experience working in a corporate IT environment
- Desire to contribute to process improvements and take on project work
- Strong written and verbal communication skills, with the ability to translate technical info for non-technical users