Position Details

Type Not Specified

Experience entry

Exp. Years 2-5 years

Education Not specified

Category IT Support & Helpdesk

About this role

This role involves providing onsite and remote desktop support to clients, troubleshooting technical issues, and maintaining documentation within a help desk environment.

Key Responsibilities

Resolve reported issues via phone, web tickets or escalations
Provide first/second level support
Maintain ticket updates and documentation
Configure desktops/laptops
Communicate effectively with customers

Technical Overview

Support environment primarily Windows-based desktops and laptops, utilizing ServiceNow for ticketing, with a focus on troubleshooting, problem resolution, and technical documentation.

Ideal Candidate

The ideal candidate is an entry to mid-level IT support technician with 2+ years of help desk experience, proficient in troubleshooting and customer service, with familiarity in ServiceNow and Windows environments. They should be capable of handling remote and on-site support tasks efficiently.

Must-Have Skills

2-5 years of Help Desk support experienceExperience with ServiceNow Ticketing SystemCustomer Service experienceTroubleshooting skillsDesktop support experience

Nice-to-Have Skills

On-site support experienceTicket escalation experienceKnowledge of imaging desktops/laptops

Tools & Platforms

ServiceNowWindows Operating System

Required Skills

Help Desk SupportServiceNow Ticketing SystemDesktop SupportTroubleshootingCustomer ServiceRemote SupportWindows Operating SystemTicket ManagementTechnical Documentation

Hard Skills

Help Desk SupportServiceNow Ticketing SystemDesktop SupportTroubleshootingTicket ManagementCustomer ServiceProblem ResolutionRemote SupportOn-site SupportWindows Operating SystemDesktop and Laptop ConfigurationTechnical Documentation

Soft Skills

CommunicationProblem-solvingMulti-taskingCustomer ServiceTeamworkAdaptabilityTime Management

Industry & Role

Industry Technology Services

Job Function Provide technical support and troubleshooting for end users in a help desk setting

Keywords for Your Resume

Help Desk SupportServiceNow Ticketing SystemDesktop SupportTroubleshootingCustomer ServiceRemote SupportOn-site SupportTicket ManagementWindows Operating SystemTechnical DocumentationProblem ResolutionMulti-taskingCommunication skillsProblem-solving skillsCustomer supportServiceNowWindowsTicketing System

Deal Breakers

Lack of help desk or desktop support experience, No experience with ServiceNow, Unwillingness to work onsite occasionally, Lack of customer service skills

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