Position Summary
We are seeking an experienced IT Service Desk Agent with 6+ years of hands-on IT support experience to provide Level 1/Level 2 technical support through chat and self-service ticket channels. The ideal candidate has excellent communication skills, a logical approach to troubleshooting, and a strong customer service mindset. This role requires the ability to efficiently resolve a wide range of end-user IT issues while working in a quick-paced, 24/7 support environment.
Key Responsibilities
- Provide technical support via chat and self-service ticketing systems.
- Diagnose, troubleshoot, and resolve end-user hardware and software issues.
- Manage incidents and service requests while meeting defined SLAs.
- Support Windows laptops, desktops, peripherals, and mobile devices.
- Troubleshoot issues related to:
- Citrix
- VPN connectivity
- Printers
- Microsoft Office and Windows
- Network connectivity
- Password resets and account access
- Remote support tools
- Perform user account administration in Active Directory (AD).
- Support Microsoft Exchange/Office 365 user administration.
- Manage and troubleshoot Mobile Device Management (MDM) solutions.
- Escalate complex issues to appropriate support teams with complete documentation.
- Maintain accurate ticket updates and knowledge base articles.
- Deliver excellent customer service with a focus on first-contact resolution.
Required Qualifications
- Bachelor's degree in information technology, Computer Science, or a related field (preferred).
- 6+ years of experiencein an IT Service Desk or End User Support role.
- Strong experience supporting:
- Windows laptops and desktops
- Citrix
- VPN
- Printers
- Active Directory
- Microsoft Exchange/Office 365
- Mobile Device Management (MDM)
- Experience with ITSM tools such as ServiceNow, Jira Service Management, or similar.
- Robust understanding of Microsoft Windows operating systems and desktop applications.
- Excellent analytical and logical troubleshooting sk