IS Service Desk Technician

IS Service Desk Technician

Job Description

Pay rate will be $ - $/hr

Contract role- 1 year

Starting ASAP

CGP clearance is required

RESPONSIBILITIES:

• Serve as the first point of contact for users seeking technical assistance and IT support.
• Respond to incoming calls, emails, and service desk tickets in a professional and customer-focused manner.
• Log, categorize, prioritize, troubleshoot, and resolve incidents and service requests within established service level agreements (SLAs).
• Escalate incidents and service requests to the appropriate support teams when required, ensuring accurate documentation and effective handover.
• Provide hardware, software, operating system, and peripheral support to end users.
• Perform remote and in-person troubleshooting to diagnose and resolve technical issues.
• Install, configure, support, and maintain Windows workstations.
• Deploy, configure, and image desktop and laptop computers.
• Support Microsoft applications and services.
• Perform Active Directory administration, including user account management, password resets, account unlocks, and group membership changes.
• Support user onboarding and offboarding activities, including account, hardware, and access requirements.
• Perform basic network troubleshooting, including connectivity and configuration diagnostics.
• Support telecommunications systems, including setup, configuration, and troubleshooting.
• Maintain accurate IT asset and inventory records throughout the hardware lifecycle.
• Adhere to IT security policies, procedures, and access-control requirements, and escalate suspected security incidents appropriately.
• Create, maintain, and update technical documentation, standard operating procedures, and knowledge base articles.
• Accurately document incidents, troubleshooting activities, resolutions, and workarounds
• Identify recurring incidents and contribute to problem management, root-cause identification, and trend analysis.
• Recommend and support continuous improvement initiatives to enhance service desk processes, user experience, and operational efficiency

Requirements

• Customer-focused with a strong commitment to service excellence
• Excellent verbal and written communication skills.
• Fluent conversational English required.
• Strong troubleshooting and problem-solving abilities
• Quick learner with the ability to adapt to new technologies
• Ability to work under pressure and manage competing priorities
• Team-oriented with strong interpersonal skills
• Organized, detail-oriented, and self-motivated
• Ability to explain technical concepts to non-technical users
• Experience using an IT Service Management (ITSM) tool such as ServiceNow
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience providing remote support using remote access tools
• Must be able to obtain CGP/ITAR clearance

If you have the skills and experience that we are looking for to be successful in this role, please apply online or email your resume to Irena Shema at

We are an equal opportunity Employer.