IT Service Desk Technician

NorthWinds Technology Solutions • Roanoke, VA

14d • Hybrid

About The Position

The IT Service Desk Technician plays a critical role in ensuring smooth technology operations for our end users. You will be the first point of contact for technical support, providing timely and effective solutions to help employees accomplish their business tasks while providing legendary customer service. This position involves troubleshooting, problem resolution, and hands-on support at the desktop level.

Requirements

• Provide timely and effective solutions to help employees accomplish their business tasks.
• Provide legendary customer service.
• Troubleshoot, problem resolution, and hands-on support at the desktop level.

Nice To Haves

• Some onsite responsibility

Responsibilities

• Respond to incoming help requests via phone and email in a professional and courteous manner.
• Document all relevant details, including user information, department, and nature of the issue.
• Build rapport with users and gather detailed information to diagnose problems effectively.
• Prioritize and manage support tickets; escalate issues to appropriate resources when necessary.
• Track and document the entire problem-solving process from initial report to resolution.
• Utilize diagnostic tools and online resources to troubleshoot and resolve issues.
• Install, configure, and upgrade hardware and software at the desktop level.
• Perform preventative maintenance on workstations, printers, and peripherals.
• Test and verify fixes to ensure complete resolution.
• Conduct post-resolution follow-ups and provide user education when needed.
• Analyze trends and recommend proactive solutions to prevent recurring issues.
• Develop user-friendly documentation, including help sheets and FAQs.
• Participate in an on-call rotation to provide after-hours support as needed.

Benefits

• Health, vision, dental and life insurance
• Short- and Long-term disability insurance paid entirely by NorthWinds
• Health Savings, Flexible Spending and Dependent Care Accounts
• Competitive hourly rate
• Short Term Incentive compensation/bonus opportunity
• 401(k) with 100% Employer match for the first 6% of income contributed (pre-tax or Roth)
• Profit sharing with discretionary contribution based on successful prior year results of NorthWinds (pre-tax)
• Rich PTO allotment that includes accrued time, floating holidays, company holidays and time off for volunteering/community work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed