IT Support Specialist – Level 1 & 2 (Service Desk)

Imdex Technology USA; San Luis Obispo (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

IMDEX is seeking an IT Help Desk professional to resolve hardware and software issues, provide Level 1–2 support, and manage incidents and service requests. You will work across IMDEX solutions, maintaining secure ICT environments and following ITIL practices.

You will communicate clearly with users, document processes, and use Remote support tools to diagnose and resolve problems. Knowledge of DNS/DHCP/VPN and mobile platforms is valued.

Qualifications

• Tertiary qualifications in Computer Science, Computer Systems, IT or a related field.
• Proficiency in documenting technical processes with strong attention to detail and presentation.
• Experience providing 1st and 2nd level product and technical support.
• Excellent written and verbal communication skills.
• General ICT network management experience (DNS, DHCP, VPN, etc.).
• Ability to resolve hardware and software faults.
• Well-developed interpersonal skills and ability to work under pressure.
• Experience with Remote support tools.
• Professional and engaging customer-facing skills.
• 6+ months of experience in software support and/or technical support of web, mobile, cloud or desktop systems.
• Experience in a Service Desk environment and ITIL support processes.
• Experience in mobile platform support – iOS and Android.
• Positive attitude and a strong work ethic.

Responsibilities

• Provides Level 1 and Level 2 technical support across all IMDEX solutions defined in the Service Catalogue.
• Provides Incident Resolution and Service Request management to meet or exceed the expectations of internal and external customers.
• Securely maintain the ICT Operational and physical environments in line with corporate security policies, standards and work practices.
• Works with guidance to monitor, diagnose and fix technological problems.
• Works under guidance to analyze data trends for use in reports to help guide decision making.
• Works at an intermediate level to navigate conversations with frustrated customers to improve experiences.
• Connects with customers to strengthen the relationship and meet personal needs through positive customer experiences.
• Employs a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.

Skills

Tech support

Communication

Documentation

Networking

Remote support

Mobile support

ITIL

Software support

Education

Bachelor's degree in Computer Science/IT

Tools

Remote support tools

ITSM tools

Job description

IMDEX is seeking an IT Help Desk professional to resolve hardware and software issues, provide Level 1–2 support, and manage incidents and service requests. You will work across IMDEX solutions, maintaining secure ICT environments and following ITIL practices.

You will communicate clearly with users, document processes, and use Remote support tools to diagnose and resolve problems. Knowledge of DNS/DHCP/VPN and mobile platforms is valued.