Service Desk Technician (Remote)

Trace3 • Louisville, KY

3d • 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.

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

• 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.

Benefits

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match
• 529 College Savings Plan
• Health Savings Account
• Life Insurance
• Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED