Job Description

Job Description

Job Description

Experience with A+ computer certification, Microsoft certifications, CCNA and or experience with desktop imaging or scripting preferred.

Position Overview:
We are seeking a Desktop Technician for our level 2 Helpdesk with strong desktop support experience, a customer-first mindset, and a background in call center or high-volume support environments. The ideal candidate thrives in fast-paced settings, resolves technical issues efficiently, and focuses on first call resolution to minimize downtime and improve user satisfaction.

Key Responsibilities:

• Receive incoming calls and provide Level 2 technical support via phone, email, and remote access tools.
• Resolve hardware, software, and connectivity issues for end users on first contact whenever possible.
• Document incidents and service requests with clear, concise, and complete information.
• Escalate complex or unresolved issues to appropriate internal teams.
• Maintain excellent communication and service etiquette, ensuring a positive customer experience.
• Collaborate with internal IT staff to identify recurring issues and propose solutions for knowledge base improvements.

Requirements:

• 2+ years of Helpdesk/Desktop Support experience, preferably in a call center or high-volume environment.
• Strong troubleshooting skills with Windows OS, Microsoft Office Suite, printers, and basic networking.
• Proven ability to prioritize tasks and resolve issues on first contact.
• Excellent written and verbal communication skills.
• Customer-focused with a professional and courteous demeanor.
• Familiarity with ITSM platforms (specifically ServiceNow) is a plus.
• A+ or similar certification preferred.

 

Job Tags

Work at office,

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