Service Desk Technician (Remote)

Trace3•Indianapolis, IN

2d•$23 - $27•Remote

About The Position

The Service Desk Technician will provide services and support for a wide variety of customers, including multiple subscribers to the Company’s monitoring and contract Service Desk offerings. In addition, this position will act as a customer liaison for the Service Desk team as assigned. This position will also be responsible for updating runbook documentation as required or requested. Two positions are open: 2nd Shift: Monday–Friday, 3:00pm–11:30pm EST, Weekend Days: Saturday/Sunday, 7:00am–7:30pm EST.

Requirements

A high school diploma or GED is required.
A minimum of 2 years of experience with various IT systems and applications.
Microsoft Active Directory, Outlook, Exchange, O365, and others.
Various VPN technologies, end-user computing systems, and peripherals.
DNS knowledge and how it applies to network devices.
Strong written and oral communication skills.
Strong interpersonal skills.
Ability to constantly adapt to rapid change.
Intuitive ability to gather data, diagnose, and troubleshoot end-user technology.
Ability to confidently explain and deliver complex recommendations.
Personally and professionally self-motivated.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Strong desire to exceed customer service and expectations.
Strong documentation skills for tasks that will ultimately improve the team's knowledge base.

Nice To Haves

Certifications: CompTIA A+, Network +; MS-900 (Microsoft 365 Fundamentals) preferred.

Responsibilities

Monitor ticketing system service boards, inbound email, and receive inbound phone calls.
Support multiple customer environments.
Troubleshoot basic end-user desktop issues.
Act on requests and notifications in accordance with defined procedures, which vary by client.
Self-manage assigned tasks in accordance with Service Desk guidelines.
Create and manage workflow incidents within approved ticket and monitoring solutions.
Create and escalate incident response tickets.
Assist with new hire training.
Serve as an escalation point for Associate Service Desk Technicians when issues arise with incidents.