IT Service Desk Technician

Mesa, AZ

Job Description

Job Responsibilities:
- Provide onsite support of Able’s end users computing platforms, including Mac and Windows workstations.
- Troubleshoot and resolve helpdesk tickets.
- Answer calls & open tickets for all support requests.
- Resolve and close tickets within Service Level Agreements (SLA).
- Assign and escalate all tickets in a timely manner, follow up on all open tickets and keep supervisor informed of critical tickets.
- Coordinate with staff & vendors as needed.
- Perform and assist with basic upgrades.
- Backup for other IT duties.

Education/Experience:
- High school diploma or equivalent.
- 1 year of experience in IT Help Desk Support Role or related IT experience.

Interpersonal Skills:
-Excellent verbal and written communication skills, ability to develop effective working relationships with all levels of staff and management.

Knowledge, Skills and Abilities:
- Use and knowledge of personal computers (MacOS and Windows).
- Basic understanding of Mac and PC hardware and software.
- Working knowledge of Jira (or other ticketing systems) and Microsoft Office.
- Ability to communicate with staff and management personnel verbally, in writing, and on the phone.
- Ability to detect errors and make decisions with minimum supervision.
- Work independently; demonstrate good judgment.