IT Service Desk Technician

The IT Service Desk Technician at Lytegen is a critical member of our IT support team. This role involves providing exceptional technical support to our employees, ensuring that all IT-related issues are addressed promptly and efficiently. You will serve as the first point of contact for troubleshooting, diagnostics, and overall technical assistance.

In this position, you will leverage your expertise in IT systems to resolve a variety of issues, ranging from software applications to hardware setups. If you possess strong technical skills and a passion for helping others, we encourage you to join our team!

Key Responsibilities

• Receive and log support requests from users via various channels including phone, email, and in-person visits.
• Diagnose and troubleshoot hardware and software issues, documenting solutions and workarounds effectively.
• Assist with configuring user accounts and access to IT systems, ensuring security protocols are followed.
• Manage and update the ticketing system to track user requests and follow up on any outstanding issues.
• Provide support for desktop environments, including installations, maintenance, and upgrades for software and hardware.
• Train users on basic functionality of software applications and best practices.
• Report reoccurring technical issues to the IT department for further analysis and resolution.
• Participate in system upgrade projects and the deployment of new technologies.
• Maintain documentation related to IT support processes and procedures.
• Strive to improve overall user experience through providing high-quality technical support.

Requirements

• Experience: 1-2 years of experience in a technical support or service desk role.
• Technical Skills:
• Proficient in Windows and macOS operating systems.
• Basic understanding of networking concepts, such as LAN/WAN, DNS, and DHCP.
• Experience with security software and tools, as well as general desktop applications like Microsoft Office 365.
• Familiarity with ticketing systems and remote support tools is desirable.
• Soft Skills:
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills.
• Ability to work well in a team environment and manage multiple priorities effectively.
• Education:
• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Certifications:
• CompTIA A+, ITIL Foundation, or similar certifications are a plus.

• Competitive salary package aligned with experience.
• Opportunity to lead IT operations for a fast-growing international company.
• Exposure to global teams and international projects.
• Ability to build and shape IT processes from the ground up.
• Career growth opportunities in leadership and technical specialization.
• Collaborative, high-performance culture that values innovation and results.