IT service desk specialist (desktop/helpdesk)

- Act as the primary escalation point for incoming technical inquiries and issues. - Organize and delegate projects and tasks to team members as necessary. - Collaborate with business units to advise on system enhancements and modifications. - Provide technical assistance for queries related to systems, networking, telephony, audio/visual equipment, software, and hardware. - Deliver effective user support via phone, in person, and through remote tools. - Respond promptly to user requests, ensuring respectful and courteous communication for complete problem resolution. - Assist users with queries regarding information security and privacy, guiding them on appropriate actions. - Support telecommunication systems, assisting users with vendor wireless networks and telephony services. - Manage inventory by distributing and reviewing user equipment, ensuring assets are maintained and operational. - Install and assist with laptops, desktops, printers, scanners, cell phones, networks, and other peripherals. - Troubleshoot user-end issues, including desktop and network printing problems across different devices. - Offer training to users on IT hardware and software when needed. - Create documentation and instructions for user support. - Juggle multiple tasks, prioritize issues, and manage time effectively for timely incident resolution. - Collaborate within a team setting, handling IT support and telecom tickets while communicating effectively with agency personnel. - Provide local remote desktop support by answering questions, troubleshooting, and documenting solutions in a ticketing system. - Conduct fault analysis for core operating systems and applications, ensuring resolution of desktop issues.