Helpdesk Analyst at Judge Group

IT Help Desk Technician

Job Summary: As an IT Help Desk Technician, you will play a crucial role in supporting end users by monitoring and managing escalated routine administration tasks. Your responsibilities will include resolving complex issues, maintaining standard operating procedures (SOPs), and ensuring the smooth operation of network hardware, software, and application servers. You’ll collaborate with other IT staff, respond to user requests, and safeguard sensitive data.

Responsibilities:

• Resolve escalated problems beyond first or second contact with customers.
• Train lower-level help desk support technicians.
• Serve as the lead technician for non-routine and major events, identifying and resolving issues.
• Create and maintain SOPs based on known problems.
• Provide management reports on IT Help Desk processes.
• Safeguard physical access to Exchange restricted data, processes, and services.

Qualifications:

• Required:
  • Four years of experience in computer technical support.
• Preferred:
  • Bachelor’s degree in information technology or two years of experience in computer technical support.