Service Desk Technician

Larson Design Group•Williamsport, PA

10d

About The Position

As a Service Technician, you will serve as the knowledgeable and professional first point of contact for employees seeking technical assistance, playing a key role in ensuring a smooth technology experience across the organization. Your primary responsibilities include addressing user inquiries, troubleshooting technical issues, and delivering clear, user-friendly guidance. You will diagnose and resolve problems related to Windows operating systems, Microsoft 365 applications, networks, printers, and general hardware and software issues, providing Level 1 support via phone, email, and in-person interactions. When issues exceed Level 1 scope, you will escalate them to senior team members in accordance with established procedures and service level agreements. This role offers an excellent opportunity to build a solid foundation in IT support while developing technical troubleshooting skills, documentation practices, and a customer-first approach. Working alongside experienced IT professionals, you will contribute directly to workforce productivity and grow through hands-on exposure to best practices in both customer service and technical problem-solving. Strong communication skills, particularly the ability to convey technical solutions clearly and professionally, will be essential to your success and your growth within the team.

Requirements

Associate degree in Information Technology, Computer Science, or a related field preferred. Bachelor’s degree with emphasis in IT or Computer Science is a plus. Equivalent work experience may be considered in lieu of a degree.
Minimum 1 year of experience in IT support, help desk, or related technical role.
CompTIA A+ certification recommended. Additional certifications such as CompTIA Network+, Microsoft 365 Fundamentals, and ITIL Foundation are considered a plus and support growth into senior-level roles.
Working knowledge of Microsoft Windows operating systems and the Microsoft 365 suite. Basic familiarity with Active Directory, Microsoft Entra ID, and networking concepts such as TCP/IP, DNS, and DHCP.
Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users in a clear, patient, and professional manner.
Demonstrated commitment to providing exceptional customer service and support.
Valid driver's license and U.S. citizenship required

Nice To Haves

Experience with enterprise-level IT Service Desk operations and ITSM platforms (ServiceNow, Jira Service Desk, FreshService or similar)
Familiarity with cloud platforms such as Microsoft Azure.
Knowledge of networking fundamentals including VPN configurations and wireless technologies.
Experience with remote desktop support tools and remote monitoring and management (RMM) platforms
Understanding of cybersecurity principles, endpoint security practices, and malware response procedures.
Knowledge of AEC (Architecture, Engineering, and Construction) software such as AutoCAD, Revit, or BIM applications
Proven problem-solving abilities with strong diligence and analytical thinking.
Collaborative mindset with demonstrated ability to work effectively in team environments.
Initiative and desire to continuously learn and develop technical skills, including emerging technologies such as automation and AI-assisted tools.

Responsibilities

Serve as the primary point of contact for end-users seeking technical assistance via phone, email, chat, and in-person support.
Provide Level 1 troubleshooting and resolution for Windows operating systems (Windows 10/11), Microsoft 365 applications (Exchange Online, Teams, SharePoint, OneDrive), network connectivity, printers, and general hardware and software issues.
Accurately document all support interactions, troubleshooting steps, and resolutions in the IT service management (ITSM) ticketing system.
Triage and prioritize incoming support requests based on urgency and business impact while ensuring service level agreement (SLA) expectations are met.
Escalate complex or unresolved technical issues to Senior Service Desk Technicians or appropriate IT teams following established escalation procedures.
Perform identity and access management tasks including Active Directory and Microsoft Entra ID (Azure AD) administration such as user account creation, password resets, group membership updates, and access requests.
Support employee onboarding and offboarding processes including hardware setup, account provisioning, and recovery of company equipment.
Configure, deploy, and maintain end-user workstations, laptops, and mobile devices including device imaging, software installation, and compliance with security and configuration standards.
Maintain and troubleshoot peripheral equipment including printers, scanners, monitors, docking stations, and other desktop hardware.
Diagnose, contain, and escalate viruses, malware, and security threats while implementing preventative security measures.
Provide clear and patient training to end-users on IT systems, software applications, and cybersecurity best practices.
Assist with IT projects, system upgrades, equipment deployments, and other technical initiatives as directed by IT leadership.