Service Desk Technician
About The Position
The Service Desk Technician provides first-level support to internal and external customers, working alongside a team of 12 other analysts to address hardware and software issues. The role handles approximately 15–20 tickets per day through ServiceNow and may touch about 30 tickets daily. Issues include password resets, Outlook and Office 365 problems, blue screens, VPN connectivity, and printer connections. The technician identifies service desk trends and helps reduce overall call volume. The position works closely with other service desk analysts and escalation teams, supports Microsoft Office issues at Tier 1, maintains and advises customers on file shares and security, and helps develop support processes across the business. The role participates in an on-call rotation and is based fully onsite in Raleigh, North Carolina. It is a contract-to-hire position.
Requirements
- At least 2 years of experience supporting a mixed environment of enterprise and non-standard applications.
- Strong communication and active listening skills.
- Strong investigation and diagnostic skills.
- Familiarity with ITIL processes.
- Basic understanding of networking technologies.
- Excellent troubleshooting skills.
- A sense of urgency and the ability to prioritize time with minimal supervision.
Nice To Haves
- Some scripting experience.
Responsibilities
- Provide first-level support to internal and external customers for hardware and software issues.
- Handle approximately 15–20 tickets per day using ServiceNow and touch about 30 tickets per day.
- Troubleshoot issues such as password resets, Outlook and Office 365 problems, blue screens, VPN connectivity, and printer connections.
- Identify service desk trends and work on ways to reduce overall call volume.
- Work closely with other Service Desk Analysts and escalation teams.
- Catch mistakes and information gaps in tickets to ensure high quality.
- Provide Tier 1 support for Microsoft Office issues.
- Create and maintain file shares and security, and advise customers on NTFS/DFS and Citrix ShareFile.
- Help create and maintain support processes for all areas of the business.
- Participate in an on-call rotation.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical Illness, Accident, and Hospital coverage
- 401(k) retirement plan, with pre-tax and Roth post-tax contributions available
- Voluntary life and AD&D insurance for employees and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, including PTO, vacation, or sick leave
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
