Junior Service Desk Technician | IT Support
Join a forward-thinking organization that powers innovation across diverse and demanding sectors - from finance and technology to healthcare and media. We are built on a bedrock of collaboration and perpetual learning. Our distributed team thrives on solving complex challenges and is deeply committed to leveraging technology to drive progress. Here, your professional development is a priority, not an afterthought. Your contributions will have a clear and measurable impact on our mission, empowering users and ensuring the seamless operation of the technologies that underpin our success.
Your Core Responsibilities
- Serve as the initial point of contact for all IT support requests, providing timely, empathetic, and effective solutions via tickets, chat, and video calls.
- Diagnose and troubleshoot a wide spectrum of technical issues, including those related to Windows 11/10, macOS, mobile devices (iOS/Android), network connectivity, and peripherals.
- Manage the entire lifecycle of user accounts - including creation, modification, and termination - within Active Directory, Azure AD, and various SaaS platforms.
- Meticulously document, track, and escalate incidents and service requests using a modern IT Service Management (ITSM) platform (such as ServiceNow or Jira).
- Install, configure, and maintain approved software and applications, ensuring compliance with company policies and security standards.
- Assist in the setup and maintenance of computer hardware, including laptops, desktops, and other essential equipment for our remote workforce.
- Develop and maintain clear, concise technical documentation and user guides for our internal knowledge base, empowering users to resolve common issues independently.
- Collaborate closely with senior IT staff, network engineers, and system administrators to resolve more complex issues and contribute to larger IT projects.
- Champion user satisfaction by providing proactive support, clear communication, and consistent follow-up until every issue is fully resolved.
Qualifications & Skills
- A Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a closely related field is required.
- Foundational understanding of computer hardware, operating systems (Windows/macOS), and networking principles (TCP/IP, DNS, DHCP).
- Exceptional communication and interpersonal skills, with a genuine passion for helping others solve technical problems.
- Strong analytical and problem-solving abilities; you have a knack for breaking down complex issues into manageable steps.
- An inherent ability to manage time and prioritize tasks effectively in a fast-paced, remote environment.
- Meticulous attention to detail, particularly in documenting tickets and following established procedures.
- A profound desire to learn and adapt to new technologies and tools.
Bonus Points
- Possession of entry-level certifications such as CompTIA A+, Network+, or Google IT Support Professional.
- Familiarity with ITIL foundations and best practices for incident and request management.
- Hands-on experience with ticketing systems like ServiceNow, Jira Service Management, or Zendesk.
- Prior exposure to administering Microsoft 365 (formerly Office 365) or Google Workspace.
- Basic scripting knowledge (PowerShell, Bash) is a significant advantage.