IT Service Desk Specialist

What awaits you if you consider this opportunity?

Guaranteed 14th month payProfit shareRetirement package as early as 5 yearsHealth cards up to 2 dependentsTaxable and non-taxable allowancesAnnual medicine reimbursementsRemote work set up

Position Responsibilities :

Participates in projects, pilot testing and initiatives as directed by the Service Desk ManagerFirst point of contact for technical software, hardware and network support.Primary daily responsibilities providing user account management for both Microsoft Active Directory related systems, and other business applications, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy, and proficiency.Assist with administration of mobile devices, Cisco phones, SCCM, Sophos Antivirus, MFA, and other related applications.Perform remote diagnostics, troubleshooting and incident resolution using remote system management toolsPerform weekly, monthly, quarterly, and annual compliance or audit-related tasksFollow up on all assigned tickets or tasks to ensure proper response and satisfactory resolution, keep detail-oriented documents and keep the customer or business partners updated of the status and resolution times.Log all incoming tasks and requests in the incident tracking system and document all actions, to include all follow up conversations, status updates, troubleshooting steps, and resolution.Collaborates with NOC to compose and send end user communications during outages and planned upgrades.Contribute technical solutions to the IT Knowledge baseProvides training for the newly hired member of the Team

Qualifications :

Essential Knowledge and Skills

2-5 years IT support experience on a corporate Service Desk or in another technical support role with a background in either Customer Service or as an IT Service Desk AnalystExcellent writing, communication, and interpersonal skillsStrong Analytical, troubleshooting and problem solving skillsDemonstrated knowledge of PC/Laptop hardware components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devicesProficiency in Microsoft products and operating system, certifications preferredFamiliarity with resolving remote connectivity issuesAbility to deal with multiple priorities in a fast-paced environment a mustA+ and ITIL V.3 certification a plusOpen for shifting schedule and hybrid work set up