Service Desk Technician

Description
Position Summary
The Service Desk Technician is responsible for delivering first-line technical support to company employees and agents. This role provides high-quality customer service through both phone-based and walk-up (TechLink) support, ensuring timely resolution of IT issues, efficient ticket management, and proper handling of end-user equipment. The technician plays a critical role in maintaining operational efficiency by troubleshooting, configuring, and supporting IT systems and hardware.
Key Responsibilities
Customer Support & Communication
• Answer inbound support calls and provide timely, professional assistance
• Deliver technical support to employees and agents
• Initiate outbound calls when necessary for follow-ups or issue resolution
• Provide exceptional customer service with clear communication and user-focused solutions
Ticket Management
• Accurately log, document, and manage incidents and service requests in ticketing syste...