Service Desk Technician

Position Overview : Hybrid - position primarily remote with 2-3 days in office Service Desk Technician is responsible for providing end user support for all EFE end user staff. This includes interfacing with end users at all levels as well as other IT team members. The Service Desk Technician is the initial point of contact and is responsible for gathering and analyzing information regarding the end user s request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution. Primary Responsibilities : Respond to incidents and service requests via BeyondTrust for calls and Jira ticketing systems. Troubleshoot hardware, software, and basic network issues for end-users. Provide remote support using company tools for remote desktop access. Log, categorize, and prioritize tickets accurately in the Jira ticketing system. Follow up on open tickets, ensuring timely resolution and user communication. Escalate complex issues to higher-level support or specialized teams. Use and contribute to the knowledge base, documenting solutions and procedures. Follow standard operating procedures (SOPs) for consistent service delivery. Assist with password resets, account provisioning, and access requests. Ensure compliance with security policies and data protection standards. Assist with pipeline, upcoming, and ongoing projects as requested Basic Qualifications : 4+ years of technical support experience Very strong analytical problem solving and troubleshooting abilities Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment. Ability to concisely document processes, procedures, issues, resolutions; strong writing skills required. Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user. Self-motivated, forward thinking. Able to multitask in a fast-paced environment; handle multiple issues / requests simultaneously; able to quickly re-adjust priorities on demand. Windows 11 end user support Microsoft O365 end user support Hardware support, troubleshooting and imaging (Dell and Mac laptops). Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP / IP subnetting, DHCP, routing & switching, VPN. Familiarity with Microsoft Active Directory (user & computer accounts, OU s, Group Policy) and EntraID. Printer support (both USB and network) hardware, drivers, installation, print queue management, troubleshooting. Technical Knowledge Experience with Windows 11 OS Experience with JIRA Experience with Windows Server Experience with Microsoft Office O365 Experience with monitoring and remote management tools Experience with Dell laptops Experience with Apple OS Experience with Mac laptops Preferred Certifications : CompTIA A+ (220-1101) CompTIA A+ (220-1102) CompTIA Net+