Service Desk Technician L1

Description:

• Act as the primary contact for all IT support requests.
• Provide hardware and software IT support and technical education to end users on various devices remotely.
• Troubleshoot Windows & Mac software and hardware through service desk via chat, video conference and ServiceNow.
• Keep an excellent record and provide quality comments on the tickets worked.
• Sound knowledge of Google workspace setting (Gmail, google drive and google docs).
• Triage, assign, resolve, and escalate incoming tickets, phone calls, and chat messages.
• General network troubleshooting for connectivity issues with VPN, secure Wi-Fi, and wired connectivity to the internal network
• Onboarding administration of new hires including building user accounts and providing access as needed.
• Examine, design, and implement new procedures to improve productivity, quality & user experience.
• Solve issues, drive enhancements, and improve support for all IT-related functions on a day-to-day basis.
• Ensure timely escalation and follow up on issues by identifying and escalating unresolved or critical issues to the lead as needed.

Technical Qualifications:

• A deep understanding of root cause analysis
• Strong understanding of Google workspace setting (Gmail, google drive and google docs).
• Strong knowledge in google configuration, troubleshooting performance issues, general system issues, and applications such as Google Docs and Remote Desktop Connection
• Sound experience in Mac and Windows hardware and software.
• Working knowledge of the below systems:
• Active Directory administration
• Google applications (Google Drive, Gmail, Google Docs)
• Gmail, Outlook, and basic mail server troubleshooting
• MDM and Device Enrollment
• Multi-factor authentication
• Basic SSO integration and management
• Video Conference tools such as Zoom.
• Basic network understanding including TCP/IP, LAN/WAN, VPN and the ability to troubleshoot them on PC or Mac.
• Working knowledge of the below systems is desirable:
• Command line interface.
• RSA Secure ID administration
• Laptop deployment