IT Service Desk Tech- 1st Line

Overview

Provide first‑line IT support, troubleshoot hardware/software issues, manage accounts.

Key Responsibilities

• troubleshooting
• password reset
• account provisioning
• ticket resolution
• escalation
• process improvement

Tasks

Responsible for providing front line IT support to users who contact the IT service desk via telephone, support ticket, as well as other methods. To quickly identify the cause of the issue being reported and follow established processes and SOPs (Where applicable). Escalate any tickets that cannot be resolved to the correct resolver group and notify team if the request is of an urgent nature. -Provide troubleshooting steps in order to resolve system problems and diagnose hardware and software faults either over the phone or in person. -Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. -To suggest improvements to any processes and challenge the status quo. -Resetting of account passwords following the Identity validation process for password resets. -Take ownership of issues and see them through to resolution, even when it might be out of the core role. -Supporting Line Management in achieving set team objectives. -Processing of requests for Windows Login Accounts, VPN Accounts, IT Security requests.

Requirements

• active directory
• windows 11
• microsoft 365
• sccm
• mac experience
• 1st line

What You Bring

-The employee is occasionally required to stand and walk. -Ability to explain technical problems in a non-technical way to end users with limited IT knowledge. -Understanding of basic IT Support principles. -To be able to work in a busy team but still use own initiative to solve problems. -Windows Active Directory administration such as creating groups, creating user accounts, modifying accounts and moving accounts. -Ability to be able to multi-task and prioritise multiple tasks. -Windows 11 troubleshooting. -Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. -Excellent written and verbal communication skills. -The employee must frequently lift and/or move up to 10 pounds. -Any IT related certifications -Microsoft 365 Management, (Azure, Intune, Teams, Exchange, SharePoint, OneDrive, + Office applications). -Growth mindset -Proficient in the day-to-day usage of a Windows operating system. -Apple Mac Experience. -Ability to follow instructions and read technical documentation. -Basic SCCM knowledge. -Working Knowledge of IT hardware. -Any non-corporate or corporate IT experience. -Experience of 1st line support or working in a call centre -Working knowledge of installing software. -Experience of a customer facing role either in person or over the phone.

People Also Searched For

Benefits

Minimum Qualifications

About Jcb North America

-A leading manufacturer of heavy equipment, specializing in construction, agriculture, and industrial machinery. -The company’s portfolio includes backhoe loaders, excavators, skid steers, and telehandlers, all designed for various industries. -Serves a broad range of sectors, from heavy civil construction to agricultural machinery solutions. -Known for innovation, durability, versatility, and performance, with a strong focus on enhancing productivity on job sites. -Noteworthy projects include large-scale infrastructure developments, agricultural operations, and specialized industrial equipment supply. -Continues to lead in developing new technologies, with a commitment to providing high-quality solutions across sectors.

Sector Specialisms

Visa Sponsorship

-no visa sponsorship; candidates requiring sponsorship are not considered.