Service Desk Technician

Job Description

Job Title: Tier 1 Service Desk Technician

Department: Information Technology

Reports To: Service Desk Manager

Job Overview: The Tier 1 Service Desk Technician is responsible for providing first-level technical support to end-users experiencing issues with desktop operations, Windows 10, Active Directory, and SCCM. The technician will also have a solid understanding of domain functions and networking knowledge, specifically LAN topology and performance issues.

Responsibilities and Duties:

Desktop Operations: Provide support for desktop operations including installation, maintenance, and troubleshooting of hardware and software.

Windows 10: Troubleshoot and resolve issues related to Windows 10 operating system. Perform system updates and upgrades as necessary.

Active Directory: Manage user accounts, permissions, and access rights in Active Directory. Perform routine monitoring and maintenance tasks.

Computer Objects Manipulation: Create, modify, and delete computer objects in Active Directory as per the organization’s policies and procedures.

Domain Functions Understanding: Understand and manage domain functions such as domain joining, trust relationships, and group policy objects.

SCCM: Use SCCM for system deployment, update management, and compliance settings.

Networking: Understand LAN topology, diagnose and troubleshoot network performance issues, and assist in network design and implementation.

Qualifications:

Proven experience as a Service Desk Technician or similar role

Knowledge of desktop operations, Windows 10, Active Directory, and SCCM

Familiarity with LAN topology and ability to troubleshoot network performance issues

Excellent problem-solving and communication skills

Ability to work in a team-oriented environment

Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Windows 10) are a plus

Working Conditions:

This position may require working outside normal business hours, including weekends and holidays, to provide support and maintenance.

Physical Requirements:

This position may require lifting equipment up to 50 pounds.