Senior IT Service Desk Specialist - End-User Support

R.C. Bigelow, Inc.; Fairfield (CT); On-site; USD 54,000 - 75,000; Full time

Job summary

R.C. Bigelow, Inc. is seeking an IT Service Desk Technician in Fairfield, CT to provide high-availability technology support for end-users across the company.

The role reports to the IT Infrastructure Operations Manager and is responsible for first responder duties, incident management, and cross-functional collaboration. Responsibilities include handling requests via multiple channels, performing hands-on desktop fixes, managing accounts and security groups, and creating help guides for end

Qualifications

• At least 3 years of experience supporting the desktop technology needs of local and remote users.
• A bachelor's degree is preferred.
• Technology certifications are a plus.

Responsibilities

• Be the First Responder for all end-user service desk issues/requests.
• Field incoming help requests via ticket, phone, email, messaging, or in person.
• Perform hands-on fixes at the desktop level, including software/hardware installation and configuration.
• Document user information and problem details; track resolution progress.
• Provide excellent customer service and develop end-user documentation.

Skills

End-user support

Windows PCs

MacOS

Printers

Mobile devices

Microsoft Office

Zoom

Microsoft Teams

Customer service

Analytical thinking

Education

Bachelor's degree in IT

Technology certifications preferred

Tools

Active Directory

Azure AD

Multi-factor authentication (MFA)

Service tracking / Ticketing systems

Job description

R.C. Bigelow, Inc. is seeking an IT Service Desk Technician in Fairfield, CT to provide high-availability technology support for end-users across the company.

The role reports to the IT Infrastructure Operations Manager and is responsible for first responder duties, incident management, and cross-functional collaboration. Responsibilities include handling requests via multiple channels, performing hands-on desktop fixes, managing accounts and security groups, and creating help guides for end