IT Service Desk Technician

Encore Talent Solution is seeking an IT Service Desk Technician for an end client requirement. The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively within the team and to end-users. As a member of the IT Service Desk, the IT Service Desk Technician will work closely with senior team members to implement predefined processes and assists with the creation of new SOPs, Knowledge Base articles, and other forms of support documentation.Position Description (Essential Duties & Responsibilities)Support and troubleshoot workstation, software, and network related issuesPerform systems administration for Office 365, Active Directory, and workstations across multiple locationsEscalate issues through the proper channels with detailed informationManage incidents according to urgency and impactClearly document support issues and all resolution steps in ticketing systemMonitor trends from reported incidents to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruptionUpdate incidents and request, while maintaining good communication with the end-user until issue is resolvedProvide Telephony administration and support using BroadSoftPC hardware imaging, and configurationConsistent and accurate updating of Asset information in the CMDBWorkstation setup and cable managementCreate and update Knowledge Base articles including, technical, and self-help documentsAbility to lift and carry IT hardwareUp to 10% travel possiblePerform additional duties as necessaryKnowledge/Skills/ExperienceBasic (Required)1-3 years of Service Desk, Help Desk or Support Center experienceProficient technical support skills with Dell and Apple hardware, Windows 10, macOS, iOS and Android devices3+ years of experience troubleshooting technology related issuesPractical understanding of Group Policy, Active Directory, DNS and DHCP etc.Experience supporting PC’s in a Windows Active Directory environmentPrior experience using remote tools such as TeamViewerAbility to work well independently and as part of a teamExcellent written, verbal, and interpersonal communications skillsPreferred4+ years of experience working as a Service Desk TechnicianA+ Certification, Network+ CertificationAssociates or bachelor’s degree in an IT related disciplineKnowledge of Information Technology Service Management (ITSM) systemsEncore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.