Service Desk Technician (Remote)

Trace3 • Indianapolis, IN

3d • $23 - $27 • Remote

About The Position

The Service Desk Technician provides services and support for a wide variety of customers, including subscribers to the company’s monitoring and contract Service Desk offerings. The role may serve as a customer liaison for the Service Desk team and is responsible for updating runbook documentation as required or requested. The position supports multiple customer environments and handles end-user desktop issues, requests, notifications, incidents, and escalations according to client-specific procedures and Service Desk guidelines.

The listed schedule is Saturday and Sunday, 7:00 a.m. to 7:30 p.m., and Monday and Tuesday, 7:00 a.m. to 3:30 p.m. EST.

Requirements

• High school diploma or GED.
• At least 2 years of experience with various IT systems and applications.
• Experience with Microsoft Active Directory, Outlook, Exchange, O365, and other applications.
• Knowledge of various VPN technologies, end-user computing systems, and peripherals.
• Knowledge of DNS and its application to network devices.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to adapt to rapid change.
• Ability to gather data intuitively, diagnose issues, and troubleshoot end-user technology.
• Ability to confidently explain and deliver complex recommendations.
• Personal and professional self-motivation.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Strong commitment to exceeding customer-service expectations.
• Strong documentation skills to improve the team’s knowledge base.

Nice To Haves

• CompTIA A+ certification.
• CompTIA Network+ certification.
• MS-900 (Microsoft 365 Fundamentals) certification.

Responsibilities

• Monitor ticketing system service boards and 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 client-specific defined procedures.
• Self-manage assigned tasks in accordance with Service Desk guidelines.
• Create and manage workflow incidents within approved ticketing 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 incident issues arise.
• Act as a customer liaison for the Service Desk team as assigned.
• Update runbook documentation as required or requested.

Benefits

• Comprehensive medical, dental, and vision plans for employees and dependents.
• 401(k) retirement plan with employer match.
• 529 College Savings Plan.
• Health Savings Account.
• Life insurance.
• Long-term disability coverage.
• Competitive compensation.
• Training and development programs.
• Snacks and beverages at major offices.
• Collaborative workplace 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