IT SERVICE DESK SPECIALIST - Orbus : Job Details

Primary Function: The IT Service Desk Specialist will be a hands-on position accountable for providing high quality technical support and assistance to enterprise team members via Teams, phone, email or in person. The role will provide hands-on expertise for Service Desk solutions and will support, configuration, deployment of end user computing and other IT solutions. Responsibilities and Duties

• Provide first and second tier technical support and assistance to all Orbus employees at multiple locations.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Account accessibility configuration and support i.e. password resets, Microsoft Authenticator, MFA configuration etc.
• Support hardware, and software system problems as they relate to m365 applications, end user computers and software, user account management, Windows Operating systems and basic network related issues.
• Accountable to provide accurate information on IT products or services.
• Record events and problems and their resolution in tickets and Knowledgebase articles.
• Follow-up and update ticket status and information.
• Pass on any feedback or suggestions by team members to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Collaborate on small projects with team members.
• On/Offboarding Team members.
• Image and deploy IT hardware and licensing.

Qualifications and Required Skills

• Bachelor's degree in Computer Science, Information Technology or related field.
• 3+ years relevant experience supporting End User Computing.
• Experience using Helpdesk tools such as LanSweeper, SolarWinds HelpDesk, Dameware, RemoteDesktop Manager, Teams, SmartDeploy and WireShark.
• Software installation i.e. Office, Teams, Creative Suite, Solidworks
• Demonstrate experience and understanding of Microsoft 365 office products, licensing, and administration.
• Proficiency with Desktop and server Operating systems:
• Microsoft Windows 10,11 and server 2016,19 and 22
• Apple macOS 11, 12,13, 14 and iPadOS
• Active Directory membership and role-based permissions.
• Basic Network troubleshooting connectivity issues.
• Maintain accurate inventory.

Physical Requirements of the Job

• Office environment; must be able to perform frequent repetitive tasks, and be able to sit or stand at an overate a computer for up to 80% of the day.
• Cognitive skills such as thinking, reasoning, understanding, learning and remembering are required 100% of the day.
• Travel to Orbus sites when required.

Key Attributes for Success

• Excellent analytical and problem-solving skills and the ability to multitask in a fast-paced environment.
• High degree of attention to details.
• High energy level to learn new skills and be productive in applying them.
• Ability to establish credibility and be decisive and be able to recognize and support the organizations preferences and priorities.
• Excellent verbal and written communication skills.