Service Desk Technician
Position Summary
We are seeking a Service Desk Technician to provide professional, client-focused Level 1 remote technical support. This role serves as a primary point of contact for users experiencing technical issues and is responsible for quickly diagnosing, troubleshooting, and resolving common IT incidents and service requests.
The ideal candidate is professional, dependable, highly communicative, and eager to learn. This position is well suited for someone looking to build their IT career while gaining hands-on experience across end-user support, Microsoft technologies, networking, and IT service management.
Key Responsibilities
- Provide Level 1 remote technical support with a strong emphasis on inbound phone support.
- Receive, classify, prioritize, and triage incidents and basic service requests.
- Troubleshoot and resolve technical issues as quickly and effectively as possible.
- Provide professional, friendly, and knowledgeable support while maintaining a client-focused approach.
- Follow established Standard Operating Procedures (SOPs) and documentation within the Knowledge Management System.
- Implement low-risk, well-understood changes requested by end users.
- Escalate complex or unresolved issues to appropriate team members or management.
- Maintain accurate ticket documentation, system records, and event records.
- Communicate effectively with users and internal team members throughout the troubleshooting process.
- Manage time effectively and complete assigned tasks within established service expectations.
- Stay current with emerging technologies and IT best practices through ongoing education and training.
- Work collaboratively with the service desk and broader IT team to meet operational and service goals.
Required Qualifications
- High school diploma or GED required.
- Minimum of 2 years of professional IT Service Management (ITSM) experience.
- At least one industry-recognized certification from vendors such as CompTIA, Microsoft, or Apple.
- Intermediate experience with:
- Computer hardware, software, and operating systems
- Active Directory
- Group Policy
- Basic experience with:
- Microsoft 365 / Office 365
- Google Workspace / Google Apps
- TCP/IP
- DNS
- DHCP
- Strong willingness and ability to learn new technologies and processes.
- Strong professional communication and interpersonal skills.
- Ability to understand and respond appropriately to the user's perspective and technical needs.
- Ability to work effectively in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Effective time management and time-tracking skills.
- Ability to work independently while also contributing effectively as part of a team.
- Reliable attendance and ability to meet established quality and performance expectations.
Preferred Qualifications
- Associate degree or higher in Computer Science, Cybersecurity, Information Technology, or a related field.
- Experience working in a Managed Service Provider (MSP) environment.
- Additional certifications such as:
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft certifications
- Cisco certifications
- Apple certifications
- Experience with switches, firewalls, or other network infrastructure.
- Experience with Azure or AWS.
- Experience supporting server applications such as SQL Server or Remote Desktop Services (RDS).
- Experience with voice technologies, VoIP, or phone systems.
