Service Desk IT Specialist
New England Innovations
Full Time
New England Innovations
Posted 10 months ago
New England Innovations is looking for a Service Desk IT Specialist.
Service Desk IT Specialist will provide first-level technical support to end-users, ensuring timely and effective resolution of hardware, software, and network issues. This role serves as a key point of contact for internal staff seeking IT assistance, with responsibilities that include troubleshooting technical problems, managing service requests, and escalating complex issues when necessary.
Requirements:
1. Educational Background:
• An Associate’s or bachelor’s degree in information technology, Computer Science, Telecommunications, or a related field; or equivalent hands-on experience.
• Relevant IT certifications are a plus.
2. Technical Competencies:
• First-Line Technical Support:
o Demonstrated experience, or the willingness to develop experience, in providing technical support via phone, email, and in-person.
o A strong customer-service orientation with a positive, professional demeanor.
• Microsoft 365 and SharePoint Knowledge:
o Basic understanding of Microsoft 365 and SharePoint, including familiarity with Outlook, Teams, OneDrive, and SharePoint site navigation, document management, and user permissions, with a willingness to develop deeper knowledge through hands-on experience.
• Issue Troubleshooting:
o Ability to diagnose and resolve basic hardware, software, and network issues, following established troubleshooting procedures.
o Accurate documentation of troubleshooting steps and resolutions.
• System Installation and Configuration:
o Basic experience or the aptitude to learn and install, configure, and maintain computer systems (desktops, laptops, and peripherals) and essential software applications.
• IT Documentation & Ticketing:
o Comfortable working with support ticketing systems and maintaining clear, up-to-date IT documentation such as system configurations and troubleshooting guides.
• Routine Maintenance & Updates:
o A proactive approach to performing regular system maintenance and software updates to keep systems secure and fully functional.
• IT Deployments & Project Support:
o Ability to assist with deploying new IT hardware, software, and emerging technology solutions as part of the IT team.
• Asset & Inventory Management:
o Basic knowledge of tracking IT assets and inventories following company policies.
