Service Desk Technician

4 Days ago • 1 Years +

IT & Infrastructure

Job Description

We are seeking a motivated and customer-focused Service Desk Analyst to join our IT support team. The ideal candidate will have prior experience working in a corporate environment and possess a foundational understanding of IT systems including domains, Active Directory, and network drive mappings. This role is the first point of contact for employees, ensuring timely resolution of IT issues and efficient escalation when necessary.

Good To Have:

Experience with MDM solutions (Intune strongly preferred).
Familiarity with mobile device support and coordination with cellular carriers.
Exposure to IT ticketing systems and webchat support platforms.

Must Have:

Monitor and respond to tickets via the Service Desk system, performing basic triage and routing to the appropriate teams.
Handle password resets, account unlocks, and Active Directory changes (new hires, terminations, group membership updates).
Assist users with basic troubleshooting of domain and network drive mapping issues.
Monitor and manage the company’s “Citizen Chat” (Webchat) platform, responding to basic FAQs and escalating more complex issues.
Provide support for corporate cell phones, including coordination with carriers for ordering, replacements, and troubleshooting.
Assist with Mobile Device Management (MDM) systems.
Set up new accounts, distribution lists, and access rights for new employees.
Ensure termination processes are completed efficiently, including account deactivation and device collection.
1+ years of IT Service Desk or Help Desk experience in a corporate environment.
Basic understanding of Active Directory (password resets, user account creation, group assignments).
Basic understanding of Domains, network drive mappings, and general IT infrastructure.
Strong customer service orientation with excellent communication skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.

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We are seeking a motivated and customer-focused Service Desk Analyst to join our IT support team. The ideal candidate will have prior experience working in a corporate environment and possess a foundational understanding of IT systems including domains, Active Directory, and network drive mappings. This role is the first point of contact for employees, ensuring timely resolution of IT issues and efficient escalation when necessary.

Key Responsibilities

Frontline IT Support
Monitor and respond to tickets via the Service Desk system, performing basic triage and routing to the appropriate teams.
Handle password resets, account unlocks, and Active Directory changes (new hires, terminations, group membership updates).
Assist users with basic troubleshooting of domain and network drive mapping issues.
Citizen Chat Platform Support
Monitor and manage the company’s “Citizen Chat” (Webchat) platform, responding to basic FAQs and escalating more complex issues.
Device and Mobility Support
Provide support for corporate cell phones, including coordination with carriers for ordering, replacements, and troubleshooting.
Assist with Mobile Device Management (MDM) systems, with preference for Microsoft Intune experience.
User Onboarding/Offboarding
Set up new accounts, distribution lists, and access rights for new employees.
Ensure termination processes are completed efficiently, including account deactivation and device collection.

Qualifications

1+ years of IT Service Desk or Help Desk experience in a corporate environment.
Basic understanding of:
Active Directory (password resets, user account creation, group assignments).
Domains, network drive mappings, and general IT infrastructure.
Strong customer service orientation with excellent communication skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.