Service Desk Support Specialist

4 weeks ago


Charleston, West Virginia, United States Encore Talent Solutions Full time
Service Desk Technician Job Description

Encore Talent Solutions is seeking a highly skilled Service Desk Technician to join our team. As a Service Desk Technician, you will be responsible for providing technical support to our clients and ensuring that their IT needs are met.

Key Responsibilities:
  • Provide technical support to clients via phone, email, and in-person
  • Troubleshoot and resolve technical issues with workstations, software, and network
  • Perform systems administration for Office 365, Active Directory, and workstations
  • Escalate issues through proper channels and document all resolution steps
  • Monitor trends from reported incidents to identify potential chronic issues
  • Provide telephony administration and support using BroadSoft
  • Perform PC hardware imaging and configuration
  • Update asset information in the CMDB and maintain accurate records
  • Create and update Knowledge Base articles
Requirements:
  • 1-3 years of experience in a Service Desk or Help Desk environment
  • Proficient technical support skills with Dell and Apple hardware, Windows 10, macOS, iOS, and Android devices
  • 3+ years of experience troubleshooting technology-related issues
  • Practical understanding of Group Policy, Active Directory, DNS, and DHCP
  • Experience supporting PCs in a Windows Active Directory environment
  • Ability to work well independently and as part of a team
  • Excellent written, verbal, and interpersonal communication skills
Preferred Qualifications:
  • 4+ years of experience working as a Service Desk Technician
  • A+ Certification, Network+ Certification
  • Associates or Bachelor's degree in an IT-related discipline
  • Knowledge of Information Technology Service Management (ITSM) systems


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