IT Helpdesk

Introduction

The IT Helpdesk position plays a crucial role in providing technical support to users within the organization. The individual in this role will be responsible for diagnosing and resolving software and network issues, as well as providing end user support. They will use the ServiceNow platform to log and manage incidents and ensure timely resolution of IT-related problems.

Responsibilities

• Strong experience in using Service Now platform to log, triage, and resolve incidents.
• Serve as the first point of contact for diagnosing and resolving software/network issues.
• Provide excellent customer service by assisting users through calls, troubleshooting, and providing end user support.
• Comply with ITIL methodologies to ensure efficient IT service management.
• Manage and navigate tickets on the Service Now platform effectively.
• Demonstrate strong knowledge of Windows, Mac, Active Directory, Office 365, and networking.

Requirements

Required Skills:

• Bachelor''s degree in Computer Science, Information Systems, or related field, or equivalent professional experience.
• 5+ years of IT experience with proven expertise in IT helpdesk with ServiceNow experience.
• Strong customer service and client interfacing skills.

Preferred Skills:

• Experience with Active Directory.
• Experience with Office 365.
• Experience with Windows and Mac operating systems.
• Experience with networking.