Service Desk Technician - Ardán

Ardán • Maitland, FL

1d

About The Position

The Service Desk Technician (Level 1) serves as the first point of contact for all IT-related incidents, service requests, and basic operational support. This role is responsible for triaging, resolving, and documenting common technical issues before escalating more complex matters to Desktop Support or other IT teams. The ideal candidate has strong customer service skills, foundational technical knowledge, and the ability to clearly communicate solutions to both technical and non-technical users in a fast-paced environment.

Requirements

• 1–2 years of experience in a Helpdesk, Service Desk, or customer-facing technical support role
• Strong customer service background with a focus on issue resolution
• Experience using IT ticketing systems (preferred)
• Basic knowledge of: Windows 10 / Windows 11 Microsoft Office 365 Active Directory (password resets, basic user management) VPN and remote access tools Printers, mobile devices, and common peripherals
• Strong troubleshooting and problem-solving skills
• Ability to explain technical concepts in clear, simple terms
• Excellent verbal and written communication skills
• Strong listening and customer service skills
• Ability to follow procedures and escalation paths
• Detail-oriented with strong documentation habits
• Ability to manage multiple tickets and priorities efficiently
• Self-motivated, reliable, and eager to learn
• Comfortable working in a fast-paced, team-oriented environment
• Ability to accept feedback and grow professionally

Nice To Haves

• Familiarity with Citrix or virtual desktop environments is a plus
• Relevant certifications (CompTIA A+, ITF+, or similar) are a plus

Responsibilities

• Serve as the first-line support for IT incidents and requests via phone, email, and ticketing system
• Troubleshoot and resolve basic hardware, software, account access, and connectivity issues
• Accurately log, track, and document all incidents, actions taken, and resolutions in the ticketing system
• Perform initial issue triage and escalate unresolved or complex issues to Desktop Support or appropriate IT teams
• Reset passwords and manage basic user access in Active Directory, Office 365, VPN, and other systems
• Assist users with common applications, printers, mobile devices, and peripherals
• Follow established escalation procedures, service level agreements (SLAs), and IT policies
• Provide clear, professional communication to end users regarding issue status and next steps
• Support new employee onboarding by preparing, shipping, or deploying equipment and ensuring basic access is provisioned
• Maintain accurate asset information and assist with inventory tracking as assigned
• Assist with routine operational tasks such as account terminations, equipment intake, and basic system checks
• Identify recurring issues and trends and communicate them to senior team members
• Deliver a high level of customer service and professionalism in all interactions
• Work collaboratively with team members, Desktop Support, and management
• Be punctual, dependable, and able to manage multiple tickets and priorities effectively
• Perform other related duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed