It Service Desk Operator

Position Mission
Ensure the correct IT support to the business.
ResponsibilitiesDiagnose and resolve hardware and software issues involving network connectivity, email clients, teleconference systems, printers, and more.Monitor tickets to ensure SLA response and resolution.Receive incoming calls, handle walk-in guests, troubleshoot as needed.Consult with third-party support and PC equipment vendors to resolve out of scope issues.Provide first and second level support for desktops, laptops, and mobile devices.Troubleshoot network connectivity issues including off-site LAN and wireless access to office network.Provide telephone and email support for clients via step-by-step instructions, or using remote access software.Assist employees with VPN dial-up and wireless connections when working remotely to allow them access to the network.Provide critical support in troubleshooting and maintaining all system applications and hardware resources.Assist customers in resolving basic technical problems by providing guidance regarding software and hardware problems.Maintain/fix PCs configuration to be compliant with the Company's IT policies.Technical Skills, Qualifications and Professional ExperienceStrong understanding of operating systems, software, and devices.Problem-solving and analytical skills.Providing remote technical support via internet or phone.Knowledge of ticketing systems.Maintaining operating systems by repairing hardware and configuring software.Verbal and written communication skills.
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