Service Desk Technician

Lyra Technology Group•Columbia, SC

1d•$55,000 - $65,000•Hybrid

About The Position

Lyra Technology Group is seeking a Service Desk Technician to join one of its independently operated technical teams. The role is the first point of contact for end-user technical support and handles hardware, software, and network issues through phone, email, a ticketing system, and in-person assistance. The technician resolves common problems, documents interactions, and escalates more complex issues to Tier 2 or specialist teams as appropriate. The position is based in Columbia, South Carolina, and operates on a hybrid basis. The base compensation range is $55,000–$65,000. The role is intended as a foundation for an IT career, with potential progression to Tier 2 Support, specialized technical roles, or other IT paths based on performance, interest, and organizational needs.

Requirements

Working knowledge of Windows and macOS operating systems.
Solid working knowledge of Microsoft 365 administration.
Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
Experience with Active Directory user management.
Comfort using remote support tools.
Systematic troubleshooting approach and ability to research and apply solutions independently.
Good judgment about when to escalate issues versus continuing troubleshooting.
Strong written and verbal communication skills, including explaining technical concepts in non-technical terms.
Patience and empathy when working with frustrated users, with a professional, customer-service-oriented demeanor.
Effective time management and prioritization.
Consistent attendance and punctuality, and availability during scheduled core support hours.
Commitment to IT security policies and confidentiality of sensitive information.
Commitment to continued learning, including completing assigned training on time and staying current with supported technologies.

Nice To Haves

Willingness to join an on-call rotation if applicable.

Responsibilities

Respond to support requests by phone, email, ticketing system, and in person.
Diagnose and resolve basic hardware issues involving desktops, laptops, printers, and peripherals.
Administer Microsoft 365 and Entra ID, including mailboxes, licensing, security groups, shared resources, and basic Purview/compliance tasks.
Troubleshoot common problems in standard business applications.
Handle password resets, account lockouts, and access permission requests.
Provide basic network connectivity troubleshooting.
Set up and configure workstations and equipment for new employees.
Install, update, and maintain standard software applications.
Create and maintain user accounts in accordance with IT policies.
Support mobile device setup and troubleshooting.
Train and guide users on basic technology functions.
Identify issues requiring escalation to Tier 2 or specialist teams and follow established escalation procedures and timelines.
Collaborate with IT team members to resolve complex issues.
Participate in knowledge sharing and team meetings.
Document support interactions accurately in the ticketing system, maintaining at least 95% documentation accuracy.
Acknowledge new support requests within 30 minutes during business hours.
Resolve or escalate 80% of Tier 1 issues within 4 hours and maintain a first-contact resolution rate of at least 70%.
Maintain a user satisfaction rating of at least 4.0 on a 5-point scale.
Complete required follow-ups within 24 hours.
Contribute solutions and documentation to the internal knowledge base.
Take ownership of tickets from first contact through resolution or a clear handoff, meet performance targets, learn from incidents, and identify process improvements.