IT Support Service Desk Technician

Job Description
We are seeking an experienced IT Support Service Desk Technician to join our team. This role involves delivering remote and onsite technical support, troubleshooting complex issues, and working to improve our operational efficiency. The successful candidate will have a strong customer service mindset, excellent problem-solving skills, and a willingness to continuously enhance their technical expertise.

*Responsibilities:*

• Technical Support and Troubleshooting:
• Provide advanced support for hardware, software, and network issues across multiple client environments.
• Troubleshoot and resolve complex technical problems escalated from Level 1 support.
• Assist in the setup, maintenance, and repair of IT equipment.
• Perform root cause analysis for frequently recurring issues and implement solutions.
• Client Interaction and Support:
• Respond to service tickets promptly and provide timely updates to clients.
• Communicate technical information clearly and effectively to clients with varying levels of IT knowledge.
• Build strong relationships with clients through professional and courteous interactions.
• Ensure all client networks and systems are functioning optimally and securely.
• System Administration and Maintenance:
• Manage user accounts, permissions, and access rights in various systems.
• Monitor system performance and ensure optimal functioning of IT infrastructure.
• Implement and maintain security measures to protect client data and systems.
• Documentation and Reporting:
• Document all service requests, incidents, and solutions in the ticketing system.
• Create and maintain technical documentation, including user guides and FAQs.
• Generate reports on support metrics and provide insights for continuous improvement.
• Maintain accurate and detailed records of client network configurations and changes.
• Collaboration and Escalation:
• Collaborate with other technicians and other IT specialists on complex issues.
• Escalate unresolved issues to higher-level support or vendors as necessary.
• Provide technical assistance with computer hardware and software
• Resolve issues for clients via phone, in person, or electronically
• Recommend hardware and software improvements
• Track customer issues and resolutions
• Provide guidance and support to Level 1 technicians to enhance their skills and knowledge.
• On-call Rotation

*Qualifications:*

• Previous experience in IT, customer service, or other related fields
• Bachelor's degree (B. A.) in Information Technology, Computer Science or a related field or equivalent professional experience
• IT technical certifications are an asset
• 3-5 years of troubleshooting/technical support experience;
• Demonstrated hand on experience with the following:
• Windows Desktop 10/11, Windows server 2019/2025, Office 365, Linux OS (desktop/server), Mac OS
• Advanced troubleshooting skills in desktops, laptops, mobile devices, routing, switching, wireless networking.
• IT network infrastructure operations and controls, ensuring the integrity of networks, servers, firewalls and physical security of IT assets.
• Experience in documenting process and monitoring performance metrics.
• Strong coaching, developing, coordinating and communication skills.
• Strong interpersonal skills, prior experience on assisting field technicians is an asset.
• Ability to manage multiple calls and tasks at one time.
• Will be required to be accessible, and on occasion, take after-hours emergency support calls.
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor

Company Description
IT Works Co., founded in 2000, provides cutting-edge information technology solutions tailored for medium to large businesses and emerging enterprises. The company excels in cyber security, wireless technology, networking, infrastructure, managed services, and logistics, enabling businesses to adapt to dynamic requirements. Known for delivering responsive and cost-effective services, IT Works Co. helps clients achieve a competitive edge through innovative IT solutions.

IT Works Co., founded in 2000, provides cutting-edge information technology solutions tailored for medium to large businesses and emerging enterprises. The company excels in cyber security, wireless technology, networking, infrastructure, managed services, and logistics, enabling businesses to adapt to dynamic requirements. Known for delivering responsive and cost-effective services, IT Works Co. helps clients achieve a competitive edge through innovative IT solutions.