06.13.2025 Service Desk Technician
About The Position
Transitional Technologies is hiring a Service Desk Technician to service, support, and interact with clients by providing proactive network management and services. The company is looking for an ultimate team player and well-rounded individual. While the company is located in Louisville, KY, most of the work is remote. The Service Desk is responsible for maintaining user uptime and improving users’ computing experiences through effective remote monitoring, maintenance, and problem identification and resolution activities. This role also focuses on growing and developing the organization’s perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, follow-up, effective utilization of provided resources, and unbeatable customer service.
Requirements
- Associates or Bachelor’s Degree or relevant experience/certifications.
- Minimum three years technical support experience, preferably delivering services in the SMB (small to midsize business) market.
- Excellent knowledge of our supported software and technologies (PSA and RMM Familiarity).
- Superior documentation and writing capabilities.
- Strong interpersonal skills required to effectively communicate with customers, staff, and vendors.
- Passion for teamwork, problem solving, and exceptional customer service.
- Must be well-spoken, organized, detail-oriented, dependable, and flexible.
- Valid driver’s license and proof of insurance.
- Background check and drug screen required.
- Reliable transportation.
- Have a great sense of humor and capable of having fun.
Nice To Haves
- Ability to troubleshoot network, equipment, and service-related problems from your living room.
Responsibilities
- Utilizing remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service-specific tools and technologies to deliver remote user support services.
- Updating service request information.
- Answering technical support calls.
- Assigning ticket severity and prioritizing work accordingly.
- Collaborating and working with other staff and vendor support resources to resolve issues.
- Coordinating required resources to respond to complex IT requirements.
- Participating in ongoing training and attainment of manufacturer certifications.
- Developing and maintaining relationships with user and vendor contacts.
- Preparing and presenting service and monitoring reports to management regularly.
- Performing technical triage on inbound customer requests.
- Receiving and staging computer equipment for deployments.
- Traveling to customer locations as needed.
- Troubleshooting network, equipment, and service-related problems with remote control technologies.
- Analyzing remote monitoring reports to identify capacity and performance issues and remediating them.
- Helping the team manage, maintain, troubleshoot, and support users’ networks, equipment, software, and services.
Benefits
- Access to all the tools and benefits of working with a larger firm
- Maintaining the feel of a small business environment
- Training materials and mentoring provided
- Opportunity to obtain multiple vendor certifications within the first 90 days
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
