NewEnglandInnovations

  • Tirane, ofroj vend pune Service Desk IT Specialist

Tirane, ofroj vend pune Service Desk IT Specialist Tirane, ofroj vend pune Service Desk IT Specialist
Tirane
Tipi
  1. me orar te plote
Fusha | Profili i punes
  1. Informatike | Programim
  2. IT Adminsitrim Rrjeti
  3. IT Teknike | Kompjutera
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New England Innovations (NEI) is a leading provider of Managed IT Services, specializing in the biotechnology and pharmaceutical sectors. Our mission is to empower businesses with secure, scalable, and compliant IT solutions that support innovation, enhance efficiency, and ensure regulatory compliance. From digital transformation and cloud solutions to data security and governance, NEI delivers expert support so our clients can focus on what matters most—advancing science and driving growth..

We are looking for a Service Desk IT Specialist!

Position Overview:

Service Desk IT Specialist will provide first-level technical support to end-users, ensuring timely and effective resolution of hardware, software, and network issues. This role serves as a key point of contact for internal staff seeking IT assistance, with responsibilities that include troubleshooting technical problems, managing service requests, and escalating complex issues when necessary.

Roles and Responsibilities:
  • Respond to user inquiries, diagnose, and resolve technical issues related to Microsoft products and services, including operating systems, applications, and productivity tools.
  • Assist users with hardware and software installation, configuration, and troubleshooting.
  • Maintain up-to-date documentation of user support requests, troubleshooting steps, and solutions.
  • Escalate unresolved technical issues to higher-level support or vendors, ensuring follow-through until resolution.
Technical Competences:

First-Line Technical Support:
  • Demonstrated experience, or the willingness to develop experience, in providing technical support via phone, email, and in-person.
  • A strong customer-service orientation with a positive, professional demeanor.
Microsoft 365 and SharePoint Knowledge:
  • Basic understanding of Microsoft 365 and SharePoint, including familiarity with Outlook, Teams, OneDrive, and SharePoint site navigation, document management, and user permissions, with a willingness to develop deeper knowledge through hands-on experience.
Issue Troubleshooting:
  • Ability to diagnose and resolve basic hardware, software, and network issues, following established troubleshooting procedures.
  • Accurate documentation of troubleshooting steps and resolutions.
System Installation and Configuration:
  • Basic experience or the aptitude to learn and install, configure, and maintain computer systems (desktops, laptops, and peripherals) and essential software applications.
IT Documentation & Ticketing:
  • Comfortable working with support ticketing systems and maintaining clear, up-to-date IT documentation such as system configurations and troubleshooting guides.
Routine Maintenance & Updates:
  • A proactive approach to performing regular system maintenance and software updates to keep systems secure and fully functional.
IT Deployments & Project Support:
  • Ability to assist with deploying new IT hardware, software, and emerging technology solutions as part of the IT team.
Asset & Inventory Management:
  • Basic knowledge of tracking IT assets and inventories following company policies.

Qualifications and Skills:
  • An Associate’s or Bachelor’s degree in Information technology, Computer Science, Telecommunications, or a related field; or equivalent hands-on experience.
  • Relevant IT certifications are a plus.
  • Excellent communication skills, with the ability to explain technical issues clearly to non-technical users.
  • Team-oriented with a high degree of reliability, initiative, and personal accountability.
  • Ability to prioritize tasks effectively in a fast-paced environment and manage multiple support requests simultaneously.
  • Willingness to learn and adapt to evolving technologies and internal systems.
  • Very good English communication skills
Terms:
  • Full time, office based position from Monday to Friday; 8-5 US eastern time hours;
  • Workplace in centrally located office in Tirana
  • Employment contract in accordance with Labor Legislation
How to apply:

Interested candidates are invited to submit their CV and Cover Letter to humanresources@newenglandinnovations.com until July 12, 2025, indicating "Service Desk IT Specialist" in the subject line.

Please note that only short-listed applicants will be contacted
 


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