Service Desk Technician
About The Position
We are seeking a customer-focused Tier 1 Service Desk Analyst to join our managed services support team. This role serves as the first point of contact for end users and provides technical assistance through phone, email, chat, and ticketing channels. The analyst troubleshoots common technical issues, documents interactions in the ticketing system, follows customer-specific processes, and escalates complex issues when required. The ideal candidate has strong communication skills, a customer-first mindset, basic technical troubleshooting ability, and the discipline to follow structured processes in a high-volume service desk environment. The listed shifts are Monday through Friday, 11 a.m.–8 p.m. and 1 p.m.–10 p.m. This is a contract position based in Catonsville, Maryland, and is described as hybrid. Depending on customer and account requirements, work may also be performed onsite, remotely, or in a centralized service desk/contact center environment. The role may support multiple customers, business units, applications, and technical environments. Depending on the service model, it may require participation in 24x7x365 coverage, rotating shifts, shift bidding, weekend coverage, holiday coverage, or after-hours support.
Requirements
- Customer service experience.
- Experience providing phone, email, and chat support.
- Basic Windows troubleshooting skills.
- Microsoft Office or Microsoft 365 support experience.
- Ticket documentation experience.
- Strong verbal and written communication skills.
- Ability to follow processes and escalate appropriately.
Nice To Haves
- ServiceNow or other ITSM platform experience.
- Active Directory support experience.
- Password reset or account unlock experience.
- VPN troubleshooting experience.
- Experience with remote desktop support tools.
- Understanding of ITIL.
- CompTIA A+ or Microsoft certification.
- MSP or high-volume service desk experience.
Responsibilities
- Serve as the first point of contact for end users seeking technical assistance.
- Provide support through phone, email, chat, and ticketing channels.
- Troubleshoot common technical issues.
- Document all interactions in the ticketing system.
- Follow customer-specific processes.
- Escalate complex issues when required.
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
- 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
