Service Desk Technician

NinjaOne•Austin, TX

4d•Hybrid

About The Position

We are seeking a motivated Service Desk Technician to join our growing IT department. This role acts as the frontline of IT support, delivering fast, accurate, and approachable assistance to employees for their everyday technical needs and requests. You will troubleshoot hardware and software problems, assist with system access, and support a variety of technologies. Collaborate with senior technicians and administrators, you will gain hands-on experience with devices, enterprise systems, and cloud platforms. This is a great opportunity to build your technical skills and grow within a structured, team-oriented environment while contributing to the efficiency of our IT operations.

Requirements

High school diploma or equivalent; coursework or certification in IT, Computer Science, or a related field is a plus e.g., CompTIA A+, Google IT Support Certificate.
1–3 years of IT support experience, including internships, help desk roles, or relevant academic/lab work.
Eagerness to learn IT tools, processes, and best practices in a fast-paced environment.
Passion for helping others leverage technology to excel at their role.
Knowledge with Windows or macOS troubleshooting.
Knowledge of device software security best practices.
Basic understanding of hardware functionality and troubleshooting methodology.
Working knowledge of Microsoft Office 365 suite.
Experience with ticketing or ITSM platforms such as FreshService, Jira Service Desk, Zendesk, or ServiceNow.
Comfortable communicating clearly and professionally in writing, over the phone, and face-to-face.
Organized, detail-oriented, and able to manage multiple open tickets while maintaining consistent communication.

Nice To Haves

Experience with remote support tools e.g., NinjaOne, Intune, TeamViewer, or similar is nice to have.
Awareness of basic IT security practices account hygiene, phishing awareness, device compliance is nice to have.
Understanding fundamental networking concepts DNS, DHCP, VPN, and Wi-Fi troubleshooting is nice to have.

Responsibilities

Monitor and respond to incoming IT support tickets, chats, and walk-ups, ensuring requests are logged accurately and acknowledged promptly.
Perform initial triage of incidents and service requests, gathering key details and applying documented troubleshooting steps before escalating when needed.
Resolve common end-user issues including password resets, account unlocks, hardware setup, software installation, and connectivity problems.
Follow established standard operating procedure and knowledge base articles to deliver consistent, high-quality support across the organization.
Document troubleshooting steps and resolution details clearly in FreshService to support team knowledge and reporting.
Assist with onboarding and offboarding tasks such as provisioning accounts, configuring devices, and collecting equipment.
Escalate complex or unresolved issues to Tier 2 technicians with well-documented handoff notes.
Other duties as needed.