IT Service Desk Technician Ii

6 months ago

Noida, India BorderlessMind Full time

**Position Title**: IT Service Desk Technician II

**Department**: Information Technology

**Reports to**: Manager, Service Desk

**Location**: Remote

Position Narrative (Overview) - As the IT Service Desk Technician II, you will provide expertise in Information Technology to all employees. You will be responsible for resolving IT support requests as well as meeting customer satisfaction and continuous service improvement.

**What you'll be doing**:

- Respond to end-user issues in person, via video conferencing, telephone, chat, or tickets submitted to the IT Service Desk.
- Provide on-site and remote installation, configuration, maintenance, troubleshooting, and repair for end-user, office, and conferencing hardware, software, and peripherals.
- Monitor the Jira Service Desk ticket queue and handle tickets to ensure service requests and incidents are addressed on time, meeting established metrics and SLAs.
- Analyze, troubleshoot, and repair a wide variety of computer problems related to hardware and software.
- Responsible, able to self-manage, and driven to solve problems.
- Provide technical guidance and training to end-users.
- Ensure deployment, management, and support of computers, peripherals, and mobile devices.
- Maintain a commitment to continuous improvement.
- Provide input and assist in testing and selection of future technologies and devices.
- Act as a point person for other IT Service Desk team members; provide direction, mentoring, and support.
- Assist team with short/long-term projects as assigned.
- Develop, and assist, with the maintenance of documentation of systems, services, and processes.
- Fully support, configure, maintain, and troubleshoot and maintain remote and on-premises Information Technology (IT) systems.
- Train team members, and ensure their knowledge is up-to-date and in line with policies.
- Works with Network Security Analysts to ensure the security and integrity of computer operating systems.

We're **looking for someone who has**:

- 3+ years of experience in an IT support environment
- Advanced hardware troubleshooting skills
- Strong Office 365, Windows, and Mac operating systems skills
- SharePoint & OneDrive administration skills
- Jira Service Management (Jira Service Desk/Ticketing system/Metrics/Reporting/Dashboard)
- Outstanding customer service skills
- Strong written and verbal communication skills
- CompTIA's A+ Certification
- CompTIA's Security + Certification
- ITIL4 Foundation Certificate in IT Service Management
- Microsoft Certified Desktop Support Technician
- Microsoft MCSA

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