Job Description

Client Overview Our client provides enterprise-level IT support services through a centralized Service Desk, ensuring optimal performance of IT services across the organization. The Service Desk offers front-line technical assistance, remote troubleshooting, and incident management with a focus on service excellence and operational efficiency. Position Summary The Enterprise Service Desk Technician is responsible for handling incoming service requests, executing scripts, remotely troubleshooting issues, resolving or escalating incidents, and managing IT service tickets. This role supports IT operations by correlating events, maintaining system health visibility, and ensuring end-user satisfaction through timely technical support. Openings are available at both Mid-Level and Senior Level, depending on candidate qualifications and experience. Key Responsibilities Conduct daily IT operations in support of the Enterprise Service Desk
Answer incoming technical support calls and execute troubleshooting scripts
Diagnose, resolve, or escalate technical issues related to Windows operating systems, network connectivity, applications, and user access
Utilize IT ticketing systems to open, track, and close support incidents
Perform incident correlation to identify trends and support IT service management
Use remote desktop tools to take control of user systems for problem resolution
Meet and maintain service level agreements (SLAs) and performance targets
Provide outstanding customer service to internal and external stakeholders
Support continuous improvement of IT processes and documentation
Experience Requirements Mid-Level Minimum 1 year of IT experience
At least 1 year of customer service experience in an IT environment
Familiarity with basic troubleshooting, ticket management, and call handling
Senior Level Minimum 2 years of IT Service Desk or IT ticketing system experience
At least 1 year of hands-on experience using remote desktop takeover tools
Demonstrated experience meeting service level targets and performance metrics
Strong background in incident escalation and technical service delivery best practices
Certifications & Technical Requirements Required (Both Levels) MTA: Windows Operating System Certification (or equivalent Microsoft certification)
Senior Level Additional Requirement Must possess a certification in a process-based or service management framework such as ITIL, HDI, CoBIT, Lean Six Sigma, Six Sigma, or equivalent
Education High School Diploma or GED required
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred (especially for Senior level roles)

Job Tags

Remote work,

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