Service Desk Technician
About The Position
The entry-level Service Desk Technician manages enterprise tickets across internal and external case management systems. The role assigns, updates, and escalates customer tickets, and owns follow-up with support teams to help ensure tickets are addressed within SLA. The technician maintains accurate ticket details and resolution checklists, monitors ticket progress, and ensures field technicians follow company procedures. The role also supports other teams, identifies improvement opportunities, provides feedback and guidance, and drives initiatives to improve the customer experience.
Requirements
- Experience operating in an IT support environment; at least 1 year is specified.
- Computer or server hardware knowledge, including understanding component and system failures.
- Fundamental understanding of computer architecture, including CPUs, power supplies, memory, graphics cards, and flash memory.
- Comfort working with the Microsoft 365 suite of tools.
- Analytical, problem-solving, and detail-oriented approach.
- Strong oral and written communication skills.
- Proactive, positive, deliberate, and focused thinking.
- Ability to follow procedures for communicating, reporting, and escalating incidents.
- Ability to learn the client’s business and maintain a strong client focus.
- Ability to contribute to an effective team environment by sharing information, participating in team meetings, asking questions, and staying apprised of others’ work.
Nice To Haves
- Associate degree in IT, Computer Science, Electronics, or a related field; relevant technical certifications such as A+, Network+, or Server+; or equivalent experience.
- At least 1 year of experience in hardware testing and break-fix.
Responsibilities
- Maintain customer tickets in the company’s case management system and update the customer’s case management system.
- Manage the process of receiving, assigning, and completing internal tickets.
- Ensure tickets have accurate notes, categories, and statuses.
- Ensure ticket resolution checklists are followed.
- Monitor ticket resolution progress to help ensure work is completed within SLA.
- Ensure field technicians follow company standard operating procedures.
- Support other teams within the organization as needed.
- Identify opportunities for improvement.
- Provide ongoing feedback and guidance.
- Own the customer experience and drive improvement initiatives.
- Communicate, report, and escalate incidents to appropriate shift leads.
Benefits
- Competitive base salary.
- Eligibility for a performance-based annual bonus.
- 401(k) retirement savings plan.
- Tuition reimbursement for eligible education programs.
- Medical, dental, and vision coverage.
- Mental health resources and employee wellness support programs.
- Company-paid life and disability insurance.
- Paid time off and company-paid holidays.
- Parental leave and family care support programs.
- Structured training programs and on-the-job learning opportunities.
- Matching gifts and volunteer programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
