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Responsibilities
Service Desk TechnicianOur client is a leading provider of Information Technology services and solutions to small and medium sized organizations in the US.Responsibilities include:Managing IT tickets via ConnectWise Manage.Creating and decommissioning user accounts and PCs.Troubleshooting printer, email, and hardware/software issues.Coordinating with vendors (HP, Dell) when needed.Ensuring clear documentation of troubleshooting steps in the ticketing system.Strong communication skills are required as the candidate will use Teams messaging to coordinate with internal teams and escalate issues.Answering calls and emails from customers and logging their queries into the ticketing system.Diagnosing and resolving technical issues related to hardware, software, and network connectivity.Escalating complex issues to other IT teams when necessary.Troubleshooting problems remotely using remote desktop software.Providing basic training and support to users on commonly used applications and software.Maintaining and updating technical documentation and knowledge base articles.Candidate Experience Requirements:Open to FRESH GRADUATES with a Degree in Computer Science/ Information Technology OR 2–3 years of experience in technical support or IT helpdesk.Qualifications:Willingness to work flexible hours, including evenings (7PM PST to 7AM PST) and weekends as required.Preferred:CompTIA A+ CertificationsMicrosoft Certification(s)Net+ CertificationConnectWise ExperienceMSP Experience
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