IT Desktop Support Specialist

3 giorni fa

Cassina de' Pecchi, Italia Axiom Technologies A tempo pieno

We are looking for a capable resource to coordinate, ranging from simple activities to more complex plans. This role will provide on-site/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

**Key Responsibilities**:

- Deliver on-site and remote support for desktops, laptops, mobile devices, printers, and other IT hardware.
- Assist with system setups, hardware replacements, software installations, and routine maintenance tasks.
- Perform user account support, including password resets, account unlocks, and access provisioning.
- Document troubleshooting steps, resolutions, and known issues for knowledge base improvement.
- Monitor and triage incoming support tickets using ITSM tools; assign tasks based on issue severity, technician availability, and location.
- Serve as the central point of coordination for field and remote support engineers.
- Track SLA compliance and ensure timely resolution of tickets.
- Provide regular updates to stakeholders on ticket progress and issue status.
- Escalate unresolved or high-impact issues to senior engineers or specialised support teams.
- Prepare shift handover notes and maintain up-to-date logs of open and closed cases.

**Education & Experience**:

- Associate or Bachelor’s degree in IT, Computer Science, or related field (preferred).
- 3-5 years of experience in a desktop support or End-User environment.

**Technical Skills**:

- Hands-on experience with Windows and macOS environments.
- Familiarity with Active Directory, Microsoft Exchange, and Microsoft 365.
- Experience using ITSM platforms (e.g., ServiceNow, Zendesk, Jira, BMC Remedy).
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Switches, Router).

**Preferred Certifications**:

- CompTIA A+, Network+, or Security+
- Microsoft 365 Certified: Endpoint Administrator Associate certification
- ITIL Foundation (preferred for ITIL-aligned environments)

**VISA Type Preferences**:

- Local Citizen preferred

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