Service Desk Technician

Position Overview:

Jolera is seeking a dedicated and customer-oriented Service Desk Technician to join our dynamic IT team. The successful candidate will be responsible for providing first-line support to our employees, ensuring that all IT-related issues are resolved promptly and efficiently. If you have a passion for technology, excellent problem-solving skills, and a desire to help others, we want to hear from you!

Key responsibilities:

• Diagnose and resolve hardware, software, and network issues.
• Document all support interactions and solutions in the ticketing system.
• Escalate complex issues to higher-level support teams as needed.
• Assist in setting up and configuring computer systems and applications.
• Conduct basic training sessions for end-users on common software and hardware issues.
• Maintain an inventory of IT assets and ensure all equipment is properly tracked.
• Participate in regular team meetings and contribute to continuous improvement initiatives.
• Provide timely and effective technical support to end-users via phone, email, and in-person.

Qualifications:

• High school diploma or equivalent; Associate’s degree in IT or related field preferred.
• 1-2 years of experience in a technical support role.
• Proficiency with Windows and Mac operating systems.
• Knowledge of network protocols and troubleshooting techniques.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Excellent customer service skills and a patient, friendly demeanor.
• Ability to work independently as well as part of a team.
• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.
• Strong teamwork mentality.
• Experience with active directory domains.

What we offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• Access to the latest technology and tools.
• Company Perks, Good Life gym, and various brand discounts