Summary/Objective:

A Service Desk Consultant acts as the primary IT contact, providing technical support to users via phone, email, or in-person. They troubleshoot hardware/software issues, manage user accounts (passwords/permissions), document tickets in Service Desk systems, and escalate complex problems to ensure minimal downtime and high user satisfaction.

Essential Functions: (These are the required duties and responsibilities)

Technical Support:Troubleshooting OS, software applications, LAN/WAN issues, and peripherals (printers, phones) for users.

Incident Management:Answering, logging, and tracking support requests in ticketing systems, ensuring timely resolution and closure.

User Administration: Handling password resets, account creation, and permission management.

Documentation: Creating and updating knowledge base articles and documentation for recurring issues.

Remote/In-Person Assistance: Utilizing remote-control software to fix issues or providing on-site support.

Escalation: Identifying complex issues and escalating them to Tier 2 or Tier 3 support teams. 

Required Skills & Abilities:

Technical Knowledge: Familiarity with Windows/macOS operating systems, hardware components, and software applications.

Customer Service:

·        Exceptional interpersonal and communication skills to assist users of all technical skill levels.

·        Excellent verbal and written communication skills.

·        Excellent organizational skills and attention to detail.

·        Excellent time management skills with a proven ability to meet deadlines.

·        Strong analytical and problem-solving skills.

Problem-Solving: 

·        Strong analytical skills to diagnose issues efficiently.

·        Ability to prioritize tasks and to delegate them when appropriate.

·        Ability to function well in a high-paced and, at times, stressful environment.

Experience: 

·        Previous experience in a help desk, service desk, or customer support role is often required, with potential ITIL foundation certification as a bonus. 

·        Deep understanding of IT infrastructure, systems, and operations.

·        Knowledge of IT service management (ITSM) frameworks and best practices.

·        Proficient with Microsoft Office Suite or related software.

Education Requirements

·        Minimum: High school diploma or GED with relevant training or certifications.

·        Preferred: Associate or Bachelor’s degree in Computer Science, Information Technology, or Information Systems.

·        Common Certifications: CompTIA A+, Network+, Security+, or ITIL Foundation. 

Reddit +4

Experience and Skills

·        Experience: 1–2+ years in a help desk, technical support, or customer service role.

·        Technical Knowledge: Understanding of operating systems (Windows, macOS), hardware troubleshooting, and network diagnostics (VPN, TCP/IP).

·        Soft Skills: Strong problem-solving, patience, empathy, and ability to explain technical issues in simple terms.

Current human resources and/or compensation credentials or certification preferred.

Supervisory Responsibilities: NA

Work Environment: Hybrid

Physical Demands:

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift to 15 pounds at times.

Work Authorization Requirements: Authorized to work in the USA.