Service Desk Technician - Troubleshooting (1-6 yrs) (4Labs Technologies)

Requirements and Qualifications :

- Proven experience as a Service Desk Technician or other customer service role

- Ability to diagnose and resolve basic computer/technical issues

- Strong customer service and communication skills. Ability to communicate effectively both verbally and in writing to peers and clients in order to set expectations, convey instructions, and share information.

- Excellent writing skills to provide documentation for end-user tutorials, team guidelines, and solution documents.

- Keen attention to detail, a memory of patterns, and interest in problem-solving

- Must be able to work remotely, as a member of a bigger team.

- Strong troubleshooting skills, comfortable with researching an issue, developing, and documenting a solution.

- Accurately process and record troubles via the company ticketing system, Atlassian JIRA.

Required Technical Experience :

- Hardware troubleshooting, Headsets, IP Phone, Webcams

- Basic network troubleshooting, Home networking, Wi-Fi, Cellular, VPN - Tier 1 Microsoft Active Directory, Windows 10, Office 365 (Outlook, Teams, OneDrive, SharePoint) support

Preferred Technical Experience :

- Remote installation of software and drivers

- Resetting domain account passwords

- Zoom Support

- Local/Network Printers

- AzureAD

- OKTA

- MacOS troubleshooting

- VMWare VDI troubleshooting

- InTune

- Atlassian Jira and Confluence

- Run diagnostic problems to resolve the problem

- A+, Network+, ACMT, MCSA, or HDI preferred (+).

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