IT Service Desk Technician

Position Summary

Infleqtion is seeking a reliable and customer-focused IT Service Desk Technician to join their support team. This role serves as the primary point of contact for IT support requests and resolves a wide range of IT issues.

Key Responsibilities

• Serve as the primary point of contact for IT support requests via in-person interactions, phone, email, chat, and ticketing systems
• Troubleshoot and resolve hardware, software, and connectivity issues for end users
• Log, categorize, prioritize, and track incidents and service requests in the ITSM/ticketing system
• Provide support for desktop and laptop systems, mobile devices, printers, and peripherals
• Aid with user account management, including password resets, permissions, and access requests (e.g., Active Directory, Microsoft 365)
• Support common business applications and collaboration tools
• Escalate complex or unresolved issues to Tier 2/3 support teams as needed
• Follow established procedures for incident, request, and change management aligned with ITIL best practices
• Maintain and contribute to knowledge base articles and documentation
• Absorb onboarding/offboarding processes, including equipment provisioning and account setup
• Achieve high levels of customer satisfaction through clear communication and timely follow-up

Requirements

• 1–2 years of experience in an IT support or help desk role (or equivalent technical training)
• Basic knowledge of Windows operating systems and common desktop applications
• Familiarity with Active Directory, Microsoft 365, and ticketing systems
• Strong troubleshooting and problem-solving skills
• Excellent customer service and communication skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Attention to detail and commitment to documentation

Preferred Qualifications

• Experience supporting macOS and/or Linux systems
• Knowledge of mobile device management (MDM) solutions
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Familiarity with remote support tools and endpoint management platforms
• Exposure to ITIL framework or IT service management best practices
• Relevant certifications (e.g., CompTIA A+, Network+, or similar)