IT Service Desk Technician

Key Responsibilities

1. Critical Incident Resolution

• · Act as the final point of escalation for complex incidents escalated from Level 1 and Level 2 support.
• · Perform in-depth technical troubleshooting and root cause analysis on multifaceted issues affecting enterprise systems, applications, and endpoints.
• · Coordinate with network, systems, and security teams to resolve enterprise-impacting issues and restore services quickly.
• · Participate in major incident response bridges, providing subject matter expertise to minimize downtime.

2. Proactive Issue Management and Process Improvement

• · Conduct trend and root cause analyses to identify recurring incidents and recommend long-term preventive measures.
• · Lead continuous improvement efforts in ITSM processes (Incident, Problem, Change, and Knowledge Management).
• · Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
• · Drive automation and scripting initiatives to reduce repetitive work and improve resolution times.

3. Collaboration and Cross-Functional Leadership

• · Serve as the primary liaison between the Service Desk and engineering, infrastructure, and application teams.
• · Partner with vendors to resolve escalated hardware and software issues and ensure adherence to service-level expectations.
• · Represent the IT Service Desk during Change Advisory Board (CAB) meetings, advocating for user experience and operational readiness.
• · Provide project support for new technology rollouts, enterprise migrations, and major software deployments (as required).

4. Mentorship and Knowledge Sharing

• · Coach and mentor Level 1 and Level 2 technicians, sharing technical expertise and troubleshooting best practices.
• · Support training initiatives, ensuring that junior staff develop skills necessary for future advancement.
• · Assist in onboarding new Service Desk personnel, including process familiarization and knowledge transfer.

5. Audit, Reporting, and Compliance

• · Lead the gathering of records and supporting materials for internal and external IT audits.
• · Ensure compliance with corporate IT and security policies, maintaining documentation accuracy and process adherence.
• · Produce detailed post-incident reports and metrics dashboards to inform leadership decision-making.

Required Skills and Competencies

• Advanced Technical Expertise.
• Deep understanding of Windows, macOS, mobile device operating systems, and working knowledge of Ubuntu/Linux workstations.
• Strong knowledge of Active Directory, Azure AD, Exchange Online, O365 administration, Intune, device management platforms (Workspace ONE JAMF), Apple Business Manager, Winmagic/BitLocker, DUO and Okta MFA.
• Proficiency in network diagnostics (DNS, DHCP, VPN, TCP/IP), virtualization technologies, and remote management tools.
• Experience with enterprise ITSM tools (e.g., ServiceNow, Ivanti, Remedy).
• Familiarity with scripting languages such as PowerShell, Python, or Bash for automation.
• Analytical and Problem-Solving Skills:
• Strong ability to perform complex root cause analysis and develop sustainable solutions under pressure.
• Success in reducing incident recurrence through data-driven process improvements.
• Communication and Collaboration:
• Excellent verbal and written communication skills to convey technical information clearly to both technical and non-technical audiences.
• Skilled in drafting technical documentation, knowledge base content, and incident reports.
• Leadership and Mentorship:
• Proven ability to lead by example and guide junior technicians through complex troubleshooting processes.
• Experience in fostering collaboration across geographically distributed teams.
• Customer Service Focus:
• Demonstrated commitment to providing an exceptional user experience through active listening, empathy, and clear communication.
• Capable of handling difficult interactions professionally and constructively.
• Project and Change Management:
• Strong organizational skills with the ability to manage multiple high-priority projects simultaneously.
• Experience participating in CAB meetings and understanding of ITIL-aligned change management practices.
• Active Listening & Empathy: Ensuring users feel heard and understood throughout the support process.
• Clear Communication: Translating technical concepts into user-friendly language.
• Time Management: Prioritizing incidents and requests efficiently while meeting SLAs.
• Adaptability: Remaining flexible amid changing priorities, s