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Key Responsibilities and Required Skills for a Service Desk Technician

💰 $45,000 - $65,000

Information TechnologyTechnical SupportCustomer Service

🎯 Role Definition

The Service Desk Technician is a cornerstone of the IT department, acting as the primary point of contact for all employees seeking technical assistance. This role is all about problem-solving and customer satisfaction. You're not just fixing computers; you're empowering our team to do their best work by resolving technical issues swiftly and effectively. This position requires a blend of technical know-how, excellent communication skills, and a genuine desire to help others. You'll be the friendly face of IT, managing support requests from initial contact to final resolution and ensuring a positive user experience every step of the way.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Internship / Apprenticeship
  • Customer Service Representative (with a technical aptitude)
  • Retail Tech Support (e.g., Geek Squad)

Advancement To:

  • Service Desk Team Lead / Supervisor
  • System Administrator (Windows/Linux)
  • Network Administrator
  • Cybersecurity Analyst

Lateral Moves:

  • Desktop Support Specialist (Tier 2)
  • IT Project Coordinator

Core Responsibilities

Primary Functions

  • Act as the initial point of contact for all technical support requests from end-users via phone, email, chat, and our IT service management (ITSM) system.
  • Provide comprehensive first-level investigation and diagnosis of all IT incidents and service requests, aiming for a high first-call resolution rate.
  • Diligently log, track, and document all support interactions and their resolutions within the ticketing system (e.g., ServiceNow, Jira Service Management) to maintain a clear audit trail.
  • Perform hands-on and remote troubleshooting for a wide range of hardware, including desktops, laptops, printers, mobile devices, and peripherals.
  • Support and resolve issues related to standard software applications, including the Microsoft Office 365 suite, various web browsers, and proprietary business applications.
  • Manage user accounts and access permissions within Active Directory and Azure Active Directory, including new user creation, password resets, and account modifications.
  • Install, configure, and upgrade computer hardware, operating systems (Windows and macOS), and software applications according to company standards.
  • Guide users through step-by-step solutions, providing clear and concise instructions to help them resolve their issues independently when possible.
  • Escalate unresolved or complex issues to the appropriate Tier 2/Tier 3 support teams, providing detailed notes and troubleshooting steps already taken.
  • Contribute to and maintain the IT knowledge base by creating and updating articles for common issues, technical solutions, and user guides.
  • Assist with the onboarding and offboarding of employees, including the setup and collection of IT equipment and the provisioning/deprovisioning of accounts.
  • Perform basic network troubleshooting to diagnose connectivity issues related to LAN, Wi-Fi, and VPN access for both on-site and remote employees.
  • Provide support for audio/visual (A/V) equipment in conference rooms, ensuring meetings and presentations run smoothly without technical interruptions.
  • Deploy software patches, updates, and security configurations to endpoints using management tools to ensure systems are secure and up-to-date.
  • Maintain an accurate inventory of all IT assets, including hardware, software licenses, and peripherals, through our asset management system.
  • Follow up with customers to ensure their technical issues have been fully resolved and that they are satisfied with the service provided.
  • Monitor system alerts and proactively address potential issues before they impact the user community.
  • Educate and train users on IT best practices, security policies, and the effective use of company technology and applications.
  • Participate in IT projects, such as office moves, technology rollouts, and system upgrades, as directed by IT leadership.
  • Adhere to all IT policies, procedures, and service level agreements (SLAs) to ensure consistent and high-quality service delivery.

Secondary Functions

  • Support ad-hoc data requests by pulling reports from the ITSM system to identify incident trends and common user issues.
  • Contribute to the organization's IT support strategy by providing user feedback and recommending improvements to tools and processes.
  • Collaborate with other business units to understand their technology pain points and communicate them effectively back to the wider IT team.
  • Participate in team meetings and training sessions to stay current with new technologies and support procedures.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency in troubleshooting modern operating systems, including Windows 10/11 and macOS.
  • Strong experience with Microsoft 365 / Office 365 administration (including Outlook, Teams, SharePoint, and OneDrive).
  • Hands-on experience with user and group management in Active Directory and/or Azure AD.
  • Familiarity with IT Service Management (ITSM) and ticketing software such as ServiceNow, Jira Service Management, or Zendesk.
  • Demonstrated ability to diagnose and resolve issues with PC and Mac hardware, printers, scanners, and mobile devices (iOS/Android).
  • Solid understanding of basic networking principles, including TCP/IP, DNS, DHCP, and VPN technologies.
  • Experience with remote desktop tools (e.g., TeamViewer, Remote Desktop Connection, LogMeIn) to support a distributed workforce.
  • Knowledge of endpoint security software (antivirus, anti-malware) and best practices for securing user devices.
  • Experience with mobile device management (MDM) platforms like Intune or Jamf is a plus.
  • Basic understanding of voice-over-IP (VoIP) phone systems and collaboration tools.

Soft Skills

  • Exceptional customer service orientation with a focus on delivering a positive and professional user experience.
  • Strong analytical and problem-solving skills, with the ability to think logically and methodically under pressure.
  • Excellent verbal and written communication skills, capable of explaining technical concepts to non-technical users.
  • Patience, empathy, and the ability to remain calm and supportive when dealing with frustrated users.
  • Superior time management and organizational skills, with the ability to prioritize and manage multiple open tickets simultaneously.
  • A collaborative, team-player mindset with a willingness to share knowledge and assist colleagues.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED, coupled with relevant technical certifications (e.g., CompTIA A+, ITIL Foundation).

Preferred Education:

  • Associate's or Bachelor's degree.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Management Information Systems

Experience Requirements

Typical Experience Range:

  • 1-3 years of experience in a help desk, service desk, or technical support role.

Preferred:

  • Experience in a fast-paced corporate environment supporting a medium to large user base. Direct experience with specific tools in our tech stack (e.g., ServiceNow, Okta, Jamf) is a significant plus.
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