Service Desk Technician - Digitech - Remote

Sarnova•Chappaqua, NY

4d•Remote

About The Position

The Service Desk Technician (SDT) serves as a key technical resource responsible for assessing, resolving, and escalating support requests from internal and external users. This role provides front-line hardware, software, and application support across multiple communication channels, including phone, email, and ticket submissions. The technician is also responsible for maintaining and contributing to internal knowledgebase documentation while ensuring high-quality service delivery.

Requirements

High School Diploma or equivalent required
1–2 years of helpdesk or technical support experience
Strong understanding of desktop support concepts, specifically Windows OS environments and PC hardware
Ability to read and interpret technical manuals, documentation, and procedures
Strong analytical and problem-solving skills with attention to detail
Self-motivated and able to manage multiple priorities in a fast-paced environment
Excellent verbal, written, and interpersonal communication skills
Experience working in a team-oriented, collaborative environment
Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Nice To Haves

CompTIA A+ certification preferred (or equivalent technical experience)
Knowledge of data privacy and security best practices is a plus

Responsibilities

Provide first level support to technical support to users for hardware, software, and application-related issues
Respond to support requests via telephone, email, and ticketing system in a timely and professional manner
Assess incoming requests, gather relevant information, and document actions taken in the ticketing system
Troubleshoot basic to intermediate issues with desktop/laptop hardware, Windows operating systems, and business applications
Utilize knowledgebase (KB) articles to research and resolve technical problems; escalate issues requiring advanced expertise
Create, update, and maintain knowledgebase articles documenting procedures, troubleshooting steps, and solutions
Monitor and track the status of open issues to ensure timely resolution in accordance with defined SLAs
Communicate trends or recurring issues to management for review and process improvement.
Participate in on-call rotation for after-hours support when needed; work weekends and holidays based on business or client needs
Support compliance with corporate policies and applicable data privacy laws
Additional job duties as assigned