IT Service Desk Technician

Industrial/Manufacturing Plant

Brewster NY

Work Onsite

Needed ASAP

6 month contract +

Must work on W2

No C2C

Service Desk Technician

Service Desk Technician

Position Overview

Our client is seeking a Service Desk Technician to provide first-level technical support for end users experiencing issues with hardware, software, networking, and other technology-related systems. The ideal candidate will have strong troubleshooting skills, excellent customer service abilities, and experience supporting desktop and network environments in a fast-paced setting.

Key Responsibilities

• Answer, evaluate, log, prioritize, and resolve incoming support requests via phone, email, and chat.
• Troubleshoot and resolve hardware, software, networking, and connectivity issues in a timely and professional manner.
• Perform problem recognition, research, isolation, resolution, and follow-up for routine technical issues.
• Escalate complex issues to senior technical staff or management as appropriate.
• Provide support for Windows operating systems, Microsoft Office 365, and company-standard business applications.
• Assist users with security access, remote access, password resets, and other account-related requests.
• Maintain accurate documentation of incidents, service requests, and resolutions within the ticketing system.
• Support desktop hardware, printers, peripherals, and network-connected devices.
• Follow established service desk procedures, processes, and service level expectations.
• Collaborate with team members to ensure efficient issue resolution and a positive customer experience.

Required Qualifications

• Experience providing technical support in a Help Desk, Service Desk, Desktop Support, or similar customer-facing IT support role.
• Strong troubleshooting skills across hardware, software, networking, and operating systems.
• Technical knowledge of:
• Windows 10/11
• Microsoft Office 365
• TCP/IP networking
• Windows Server environments
• Practical knowledge of Ethernet and WAN technologies.
• Experience with PC administration and/or network administration.
• Understanding of standard desktop hardware, software, and peripheral devices.
• Experience supporting customers via phone, email, and remote support tools.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.

Preferred Qualifications

• Experience working in a high-volume Service Desk environment.
• Familiarity with ticketing systems and incident management processes.
• Technical certifications such as CompTIA A+, Network+, Microsoft, or similar are a plus.

Desired Skills

• Ability to remain calm and effective during periods of high call volume.
• Strong organizational and time management skills.
• Ability to prioritize multiple tasks and work under pressure.
• Self-motivated with the ability to work independently and as part of a team.
• Strong interpersonal skills with the ability to build rapport with end users and colleagues.
• Commitment to delivering exceptional customer service and technical support.