Service Desk Specialist

Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes. SERVICE DESK TECHNICIANAbout The RoleWe are seeking a highly motivated and skilled Intermediate Service Desk Technician to join our Service Desk team. This role involves providing technical support, including user onboarding/offboarding, account management, hardware troubleshooting, and software assistance.

You'll play a key part in delivering prompt, effective support to our users.

Key ResponsibilitiesProviding support for incoming requests via Service Desk ticket, telephone, chat, and self-service portalPrioritizing incidents and service requests within target SLA’sRecording detailed information into the Service Desk ticketing systemProviding support for laptops, printers, and peripheral devices including hardware and software setup and supportFacilitate the onboarding and offboarding process for employeesCompleting access requests, access changes, application provisions, password reset, and distribution list updatesMaintaining technical documentation via solution library with respect to installation of software, configuration of hardware, and troubleshootingManaging hardware asset management and software licensingEngaging vendor support contacts to resolve technical problems with desktop computing equipment and softwareProviding SharePoint support, including site creation, access, and content managementCreating and maintaining application deployments and OS patchingWorking on projects and meeting timelines as necessaryProviding users with "How to" training on basic to intermediate application functionsParticipating in after-hours rotation schedule (evenings, weekends, and holidays)Experience And QualificationsMinimum of 3 years of experience in a service desk or technical support roleProficiency in troubleshooting hardware and software issuesExperience with user account management and access controlFamiliarity with ITIL processes and Service Desk ticketing systemsStrong communication skills and the ability to provide clear and concise instructions to usersExperience with SharePoint, application deployments, and OS patchingAbility to work independently and as part of a teamFlexibility to participate in after-hours on-call rotationSkillsFluent in English with strong verbal, written, and documentation skillsProcess-oriented with the ability to prioritize critical issues in fast-paced environmentsProficient in Microsoft 365 apps, Windows 11, macOS, Active Directory, and Entra ADSkilled in InTune, Mosyle MDM, SharePoint, and PowerShell scriptingSolid understanding of networking fundamentals (routers, switches, access points)Education And ExperienceCollege/University diploma/degree in progress in a related field (Computer Systems not development/testing)2-3 years of experience in a Service Desk roleInterest in working with technology (independent work)Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants.

To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process. #LI-TG1