IT Service Desk Technician, DISCO

• Deep knowledge of and troubleshooting experience with macOS and Windows 10
• Experience troubleshooting enterprise LAN and Wifi networks
• Customer service experience
• Strong technical knowledge of computer hardware, software, and operating systems
• Excellent problem-solving and analytical skills to diagnose and resolve technical issues
• Detail oriented and a passion for learning new technologies and skills

Desirable

• The IT Service Desk Technician provides first-line technical support to end-users, resolving IT-related issues and inquiries through various channels, such as phone, email, or ticketing systems
• They play a critical part in ensuring smooth and efficient IT operations and delivering exceptional customer service to internal users
• Incident and Request Fulfillment: Manages incidents and requests according to ITIL standards, ensuring proper classification and meeting target SLAs
• Technical Support: Provides customer-service focused technical support to internal customers. Troubleshoots and resolves issues related to laptops, networks, AV systems, printers, and more
• User Provisioning and Inventory Management: Manages user provisioning and deprovisioning, including accounts, equipment, and data handoff. Ensures the accuracy and optimization of hardware and software inventory
• Cloud Application Management: Assists in the management of cloud applications such as GSuite, Zoom, Okta, and more
• Process Improvement and Documentation: Identifies opportunities for improving internal IT processes and takes initiative to implement enhancements. Develops comprehensive documentation related to IT processes and end-user knowledge base