IT Service Desk specialist

Overview

IT Service Desk specialist supporting end-users with desktop, laptop, and mobile device issues, delivering consultative guidance and assisting with technology projects.

What you'll do

• Provide simple and complex diagnostic and problem resolution for desktop, laptop, and mobile devices.
• Perform hardware and software upgrades and installations.
• Interact directly with end-users to resolve issues via phone, chat, email, etc., and provide guidance and best practices on technology use.
• Provide consultative and proactive services to end-users, agency technicians, and home office partners on appropriate uses of technology.
• Coordinate and support projects under the guidance of organizational leaders and project managers, including technical planning for the delivery of current and future technologies.
• Look for opportunities to suggest practical improvements to existing programs and procedures with a continuous improvement mindset.
• Work with a focus on teamwork and collaboration to achieve established goals and objectives.
• Provide customer education and consulting.
• Fulfil basic audio-visual support.
• Fulfil basic printer support.
• Conduct proactive hardware and software cross training and research.
• Be on call 24/7, including major holidays.

What you'll need

• High School degree.
• Two plus years of IT service desk experience.
• Working knowledge of VMware, VDI, and Workspace ONE.
• Above average knowledge and proficiency of Microsoft operating systems, applications, tools and utilities.
• Working knowledge of Mac OSX operating system.
• Good oral and written communication skills.
• Proven strong organizational skills, attention to detail, and ability to multi-task.
• Strong dedication to maintaining professional relationships with users and outside vendors.
• Ability to learn new technology quickly, both infrastructure and application.
• Ability to work effectively with all organizational levels individually and as part of a team, and communicate effectively with all levels of management and staff.
• Ability to remain calm under pressure and deal with stress in a fast-paced work environment.
• Ability to take the lead on projects and problems when requested or appropriate, make sound decisions, and anticipate user needs.
• Flexibility and adaptability to changing situations.
• Experience documenting processes and workflows.
• Experience working with vendors on troubleshooting issues.
• Ability to work autonomously and be a key contributor to a team.
• Be professional and courteous, and continue to grow and develop professional and technical skill sets.
• Individual typically has at least 5-7 years of related experience.

Nice to have

• 5-7 years of IT service desk experience.
• Bachelor's Degree.
• Associated technical certifications.

Details

• Location: Hyderabad, India.
• On call status 24/7, including major holidays.