IT Service Desk

IT Service Desk Professional

The IT Service Desk professional serves as the first point of contact for customers seeking technical assistance over the phone, via email, or through a ticketing system. This role is crucial in ensuring the smooth operation of IT services by resolving technical issues promptly and efficiently, providing excellent customer service, and escalating complex problems to higher-level support when necessary. This role also includes maintaining accurate IT asset inventory and ensuring compliance with inventory management procedures.

Essential Duties and Responsibilities:

• Respond to service requests, incidents, and inquiries from users.
• Provide first-line support and troubleshooting for hardware, software, network, and system issues.
• Escalate unresolved issues to appropriate internal teams (e.g., Network/Systems Administrators).
• Record and track incidents, requests, and problems using the service desk ticketing system.
• Prioritize and manage multiple open cases simultaneously.
• Ensure all issues are documented, categorized, and assigned correctly.
• Diagnose and resolve technical hardware and software issues.
• Assist with setting up and configuring IT equipment, including desktops, laptops, printers, and mobile devices.
• Guide users through step-by-step solutions.
• Create and update documentation on common issues and solutions.
• Provide training and guidance to users on basic IT and security policies.
• Maintain knowledgebase articles to aid in faster resolution of incidents.
• Perform regular system updates and maintenance tasks.
• Monitor system performance and network availability.
• Assist in the deployment of software updates, patches, and security fixes.
• Communicate status updates and resolutions to users in a timely and professional manner.
• Collaborate with other IT team members to resolve issues and improve service delivery.
• Generate and analyze reports on service desk performance and incident trends.
• Record and track all IT assets (e.g., laptops, desktops, monitors, accessories).
• Tag and update assets during procurement, assignment, transfer, or retirement.
• Conduct regular inventory audits and support quarterly/year-end physical asset verification.
• Assist in loaner equipment check-in/check-out tracking.

Knowledge and Skills:

• Proficiency with Windows and Mac operating systems, and familiarity with Linux/Unix environments.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, etc.).
• Experience with remote desktop applications and helpdesk software (e.g., Jira).
• Strong analytical and problem-solving abilities.
• Ability to diagnose and troubleshoot technical issues effectively.
• Detail-oriented with a focus on accuracy and quality.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong customer service orientation and interpersonal skills.
• Ability to prioritize tasks and manage time effectively.
• Capable of working under pressure and meeting deadlines.
• Strong documentation and record-keeping skills.
• Ability to work independently and as part of a team.
• Willingness to collaborate and share knowledge with colleagues.
• Proactive in seeking assistance and escalating issues when necessary.
• Continuous learning and staying updated with the latest IT trends and technologies.
• Ability to work confidently in a rapidly changing, fast-paced and results-oriented corporate environment where a high degree of flexibility is required.
• Excellent written and verbal communication skills in English.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Work Experience:

• 1+ years of experience in an IT Service Desk, Helpdesk, or similar technical support role.

Preferred Qualifications:

• Relevant IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are advantageous.

Working Conditions:

• Office Only: Typically works in an office environment.
• Requires sitting, operating a computer keyboard, telephone and other office equipment for extended periods of time.

$26.00/hour is an estimated pay range for this role working in Fremont, California office. The final amount will be determined based on the qualifications & experience of the candidate relative to the role. Our employee comprehensive benefits include bonuses, medical, dental, vision, life insurance, AD&D insurance, Paid Time Off, EAP, & 401(k).

ASUS is an equal employment opportunity employer. The Company makes employment decisions without regard to race, color, religion, sex, gender, pregnancy/breastfeeding, medical conditions related to pregnancy or childbirth, sexual orientation, age, national origin or ancestry, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, as well as any other characteristic protected by law, regulation or local ordinance, and strives to comply with all applicable laws on the subject. These employment decisions extend to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, pay and other forms of compensation, training and other terms and conditions of employment.