IT Service Desk Technician

Summary

Join Poppulo as an IT Service Desk Technician and be the first point of contact for all IT-related issues. You will provide first-level technical support, troubleshoot hardware and software problems, manage service requests, and maintain IT documentation. This role requires strong technical knowledge, excellent problem-solving skills, and a commitment to outstanding customer service. You will manage user accounts, onboard/offboard employees, and contribute to process improvements. The ideal candidate has a Bachelor's degree in a related field or equivalent experience, 4+ years of relevant experience, and desirable certifications. This is a US shift role.

Requirements

• Bachelor degree in information technology, Computer Science, or a related field. Equivalent experience may be considered
• 4+ years of experience in an IT support or service desk role
• Proficiency in troubleshooting Windows and Mac OS environments
• Strong understanding of O365/AAD administration
• Experience with IT service management tools (e.g., ServiceNow, Jira)
• Familiarity with remote support tools and techniques
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical abilities
• Ability to work independently and as part of a team
• Customer-oriented attitude with a focus on delivering high-quality service

Responsibilities

• Provide first-level technical support to users via phone & email, resolving hardware, software, and network issues promptly and effectively
• Log, track, and document all support requests in the IT service management system, ensuring accurate and timely resolution of incidents
• Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other IT equipment
• Assist with the installation, configuration, and troubleshooting of software applications and operating systems
• Manage user accounts and permissions, including creating, modifying, and disabling accounts in various systems
• Creating user accounts and provisioning hardware for new employees / ex-employee access removal and hardware return shipping
• Maintain accurate and up-to-date documentation of support activities, solutions, and user guides
• Provide excellent customer service, maintaining a professional and courteous attitude with users
• Identify opportunities for process improvements and contribute to the development of best practices for the IT service desk

Preferred Qualifications

CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are desirable