Service Desk Technician

Lyra Technology Group•Columbia, SC

1d•$55,000 - $65,000•Hybrid

About The Position

Lyra Technology Group is hiring a Service Desk Technician for one of its operating technical teams. The role is the first point of contact for technical support, assisting end users with hardware, software, and network issues through phone, email, a ticketing system, and in person. The technician resolves common issues, documents interactions, and escalates complex problems to Tier 2 or specialist teams when appropriate. The role is based in Columbia, South Carolina, and operates on a hybrid basis. The base compensation range is $55,000–$65,000. The technician owns support tickets from initial contact through resolution or a clear handoff, works toward defined response and service-quality targets, and helps improve processes and the internal knowledge base. This role offers a foundation for an IT career, with potential progression to Tier 2 Support, specialized technical roles, or other IT paths depending 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.
A systematic approach to troubleshooting and the ability to research and apply solutions independently.
Good judgment about when to escalate and when to continue troubleshooting.
Strong written and verbal communication skills, including the ability to explain technical concepts in non-technical terms.
Patience and empathy when working with frustrated users, along with a professional, customer-service-oriented demeanor.
Effective time management and prioritization.
Consistent attendance and punctuality, availability during scheduled core support hours, and willingness to join an on-call rotation if applicable.
Commitment to IT security policies and keeping sensitive information confidential.
Interest in continued learning, including completing assigned training on time and staying current with supported technologies.

Responsibilities

Respond to incoming 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 and compliance tasks.
Troubleshoot common software problems in standard business applications.
Handle password resets, account lockouts, and access-permission requests.
Provide basic network connectivity troubleshooting.
Set up and configure new employee workstations and equipment.
Install, update, and maintain standard software applications.
Create and maintain user accounts in accordance with IT policies.
Support mobile-device setup and troubleshooting.
Provide users with training and guidance 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.
Accurately document all support interactions in the ticketing system, maintaining documentation accuracy of 95% or higher.
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 70% or higher.
Maintain a user satisfaction rating of 4.0 or higher 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 through resolution or a clean handoff, meet performance targets, learn from incidents, and identify process improvements.