Service Desk Technician

Service Desk Technician

We are looking for a Service Desk Technician to provide exceptional technical support and ensure seamless operation of end-user systems. This role requires a proactive approach to resolving technology issues, maintaining system functionality, and enhancing user experiences. Based in Fairfield County, Connecticut, you will play a vital role in supporting business operations through effective troubleshooting and collaboration.

Responsibilities:

• Act as the primary point of contact for all end-user service desk issues and requests, ensuring timely and effective resolution.
• Perform hands-on technical fixes, including software installation, hardware setup, system configuration, and file backup implementation.
• Conduct preventative maintenance on workstations, printers, and peripherals to ensure optimal performance.
• Escalate complex issues to appropriate IT team members while maintaining ownership of user requests.
• Build strong relationships with users by delivering excellent customer service and fostering trust.
• Document and track the problem-solving process for service desk requests, including decisions made and actions taken.
• Access online resources, such as software updates and knowledge bases, to assist in resolving technical issues.
• Manage user accounts, permissions, and security settings in Active Directory and Azure AD, including multi-factor authentication.
• Collaborate with application, network, and server teams to provide comprehensive support and incident management.
• Monitor system alerts and endpoint dashboards to identify and address potential issues proactively.

Requirements:

• Proficiency in desktop hardware and workstation support.
• Strong knowledge of Windows 10 and Windows 11 operating systems.
• Experience with Office 365 applications and their functionalities.
• Familiarity with Active Directory for user account management.
• Ability to perform root cause analysis using advanced diagnostic tools and system logs.
• Competence in PowerShell scripting for automation and troubleshooting tasks.
• Familiarity with basic network troubleshooting tasks.
• Expertise in desktop imaging processes and related technologies.
• Excellent problem-solving skills and a customer-focused mindset.