Position Details

Salary $20 – $20 USD / year

Type Not Specified

Experience entry

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

This role provides first-line IT help to enterprise end users through phone, email, chat, and self-service portals. You will troubleshoot common hardware/software issues, manage password resets and access requests, provide remote assistance, and document and escalate incidents as needed.

Key Responsibilities

Provide customer end user technical support via phone, email, chat, and self-service portals
Diagnose and resolve issues with desktops, laptops, printers, peripherals, and common software applications
Assist end users with password resets, account unlocks, and access requests
Provide remote assistance when applicable
Troubleshoot network connectivity issues (e.g., internet access, VPN connections)

Technical Overview

The technical scope includes desktop, laptop, printer, peripheral, and application troubleshooting plus network connectivity issue resolution for internet access and VPN connections. The technician will use and update an internal knowledge base and maintain accurate incident and request records.

Ideal Candidate

The ideal candidate is an entry-level service desk technician who provides first-line, customer-centric end user support for desktops, laptops, printers, and common applications. They have hands-on experience with password resets, account unlocks, access requests, remote assistance, and troubleshooting network connectivity issues including VPN connections, along with strong documentation habits for incidents and requests.

Must-Have Skills

Provide customer end user technical support via phoneemailchatand self-service portalsDiagnose and resolve customer issues with desktopslaptopsprintersperipheralsand common software applicationsAssist end users with password resetsaccount unlocksand access requestsTroubleshoot network connectivity issues (e.g.internet accessVPN connections)

Tools & Platforms

phoneemailchatself-service portalsinternal knowledge baseremote assistance

Required Skills

first-line technical supportend user technical supporthardware troubleshootingsoftware troubleshootingaccount managementpassword resetstroubleshoot desktopstroubleshoot laptopstroubleshoot printerstroubleshoot peripheralstroubleshoot common software applicationsremote assistancenetwork connectivity troubleshootinginternet access troubleshootingVPN connections troubleshootingincident documentationincident trackingknowledge base usageknowledge base contributionescalation to higher-level supportself-service portals

Hard Skills

first-line technical supportend user technical supporthardware troubleshootingsoftware troubleshootingaccount managementpassword resetsIT issue resolutiontroubleshooting desktopstroubleshooting laptopstroubleshooting printerstroubleshooting peripheralstroubleshooting common software applicationsremote assistancenetwork connectivity troubleshootinginternet access troubleshootingVPN connections troubleshootingincident documentationincident trackingrequest documentationknowledge base usageknowledge base contributionescalation to higher-level supportticketing and self-service portals

Soft Skills

prompt assistancecourteous assistancecustomer-centric service mindsetcommunicationteam training participationownership of workcontinuous improvementresiliencelearning and growingaccountabilityescalation communication

Industry & Role

Industry IT Services

Job Function Deliver first-line enterprise end-user technical support and resolve or escalate IT incidents

Role Subtype Service Desk Analyst

Keywords for Your Resume

Enterprise Service Desk Support SpecialistService Desk Technicianfirst-line technical supportend user technical supportpassword resetsaccount unlocksaccess requestsremote assistancehardware troubleshootingsoftware troubleshootingdesktopslaptopsprintersperipheralsnetwork connectivityVPNincident documentationincident trackingknowledge baseescalate complex issues

Deal Breakers

Must provide end user technical support via phone, email, chat, and self-service portals, Must be able to troubleshoot desktops, laptops, printers, and common software applications, Must be able to handle password resets, account unlocks, and access requests, Must be able to troubleshoot VPN and network connectivity issues

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