Service Desk Rep

Job Summary

Responsibilities

• Provides first-line troubleshooting and support for hardware, software, networking, and system issues, including desktops, laptops, mobile devices, printers, network connectivity, and both physical and virtual server environments.
• Performs routine server support tasks on physical and virtual machines, including safely cycling physical servers, validating system and network connectivity, conducting disk cleanups, and verifying configuration settings within hypervisor platforms such as VMware vSphere.
• Maintains server health and assists with basic infrastructure maintenance, including reviewing virtual machine resource allocation and identifying potential performance or storage issues.
• Addresses and resolves basic incidents and requests; logs all incidents and service requests in the ServiceNow ticketing system and escalates issues beyond scope as needed.
• Uses the appropriate ServiceNow categories for logging incidents and requests, ensuring accuracy and efficiency in issue resolution.
• Creates a positive customer support experience by demonstrating deep problem understanding, timely communication, and professional handling of all inquiries.
• Analyzes and resolves incidents and requests, documenting resolutions and providing users with regular status updates.
• Effectively manages multiple tasks, prioritizes workloads, and meets tight deadlines in a fast-paced environment.
• Uses remote support tools to diagnose and resolve technical issues when on-site assistance is not required.
• Guides users through issue resolution processes and educates them on best practices to minimize recurring problems.
• Performs other duties as assigned.

Requirements

• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• Strong knowledge of IT support processes, troubleshooting methodologies, and service management tools.
• Proficiency in using remote desktop support tools, ticketing systems (e.g., ServiceNow), and IT service management (ITSM) platforms.
• Strong understanding of IP networking, Active Directory security, and client-server networking.
• Working knowledge of server infrastructure, including physical server hardware, virtual machines, and hypervisor technologies (experience with platforms such as VMware vSphere preferred).
• Experience supporting and maintaining both physical and virtual server environments, including disk management, connectivity validation, and basic configuration review.
• Advanced knowledge of Microsoft Office tools, including expert-level proficiency in Excel.
• Familiarity with password reset tools, multi-factor authentication (MFA), and user access control.
• Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Able to diagnose issues, find solutions quickly, and resolve problems effectively in a fast-paced environment.