IT Service Operations Technician

Job description

Job responsibilities

• Respond to and resolve a range of IT support requests via phone, email, chat, and ticketing system for desktops, laptops, mobile devices, applications, and network connectivity.
• Troubleshoot moderately complex technical issues, escalating when necessary while retaining ownership of user communication.
• Accurately document all incidents, resolutions, and follow-ups in the IT service management (ITSM) system.
• Assist in account administration, permission requests, hardware setup, and software installations.
• Contribute to the maintenance and improvement of knowledge base articles and support documentation.
• Participate in onboarding of new hires by provisioning systems, configuring user accounts, and delivering technical orientation.
• Identify patterns in recurring issues and suggest changes to improve tools, processes, or user training.
• Support minor system maintenance tasks, such as patch deployments, peripheral setup, and basic inventory management.