Support Desk Technician - Part-Time

NEXTmsp•Carmel, IN

8d•Onsite

About The Position

NEXTmsp is seeking a skilled, motivated Support Desk Technician to provide responsive technical assistance and outstanding customer service. The role resolves client requests and technical issues independently, offers technical guidance, and escalates complex problems as needed. It combines troubleshooting across hardware and software platforms with efficient ticket management and clear client communication. The position is office-based and scheduled for 24–30 hours per week. Technicians also conduct onsite visits to client locations using company vehicles, participate in an on-call rotation, and provide after-hours support as needed. The work environment is fast-paced and dynamic, requiring adaptability to changing technologies and client needs. Sitting for extended periods and walking through customer facilities, including lifting heavy computers, servers, and network equipment, are part of the work.

Requirements

Valid driver’s license.
Proof of automobile insurance.
Ability to independently resolve client requests and technical issues, provide expert guidance, and escalate complex issues when necessary.
Ability to manage ticket queues in compliance with SLA requirements.
Extensive knowledge across hardware and software platforms for troubleshooting technical issues.
Professional and courteous client communication, with an emphasis on clarity and customer satisfaction.
Strong attention to detail and organizational skills for documenting requests and resolutions, tracking progress, and ensuring timely follow-up.
Ability to adapt to changing technologies and client needs.
Ability to work a set schedule of 24–30 hours per week in the office.
Ability to sit in a stationary position for extended periods, walk around customer facilities, and lift heavy items such as computers, servers, and network equipment.

Responsibilities

Serve as the first point of contact for customers by phone, email, or ticketing system.
Independently resolve client requests and technical issues, provide technical guidance, and escalate complex problems when necessary.
Provide clients with a friendly, quick, helpful, professional, and courteous support experience.
Conduct onsite visits to client locations using company vehicles.
Participate in the on-call rotation and handle after-hours support as needed.
Monitor and manage the ticket queue to ensure compliance with SLA requirements.
Document client requests and resolutions accurately, track progress, and ensure timely follow-up.
Keep tickets moving throughout the resolution process and aim for a resolution rate of 95% or higher.
Troubleshoot a wide range of technical issues across hardware and software platforms.
Collaborate with clients, sales teams, and engineering professionals to provide solutions tailored to client needs.
Follow standard operating procedures for daily and weekly tasks and security procedures.
Assist with support desk functions when necessary and perform additional duties as assigned.