Service Desk Technician

About the role

The Service Desk Technician provides day-to-day technical support and helps manage the organization’s IT systems. This role works across both Mac and Windows environments and supports users, maintains systems, and assists with IT operations across all departments.

Primary Job Responsibilities

• Provide first-level technical support for laptops, applications, and basic network issues across Mac and Windows environments
• Track, update, and resolve support requests using the ServiceNow ticketing system
• Document troubleshooting steps, resolutions, procedures, and user guides in Confluence
• Deploy and configure laptops and peripherals for new hires (Mac and Windows)
• Support onboarding and offboarding processes, including account setup and deactivation (Microsoft Azure Active Directory)
• Aid in managing user accounts and licenses in Microsoft 365
• Maintain and organize IT inventory, including tracking and auditing equipment
• Support basic administration of servers, file storage systems, and cloud platforms
• Aid with mobile device management (JAMF MDM) tasks, including device enrollment and basic troubleshooting
• Provide support for office technology such as printers, phones, and conference room equipment (Konica Minolta, 3CX environment)
• Aid with IT projects, including equipment procurement, deployments, office setups, and system upgrades

Requirements

• A High School Diploma or equivalent required (BA/BS degree preferred)
• 1–2 years of related work experience
• Basic familiarity with Microsoft Azure Active Directory (Entra ID) or user account management concepts
• Basic understanding of networking concepts (IP addressing, DNS, Wi-Fi troubleshooting)
• Experience troubleshooting hardware and software issues on macOS, Windows, and iPhone (primarily macOS)
• Excellent verbal and written communication skills
• Strong interpersonal skills with the ability to interact effectively with internal and external staff and build relationships
• Ability to follow structured workflows for QA and User Acceptance Testing
• Knowledge of servers and system troubleshooting
• Knowledge of the music industry preferred

Payscale

$19.23–$21.63

Bonus

This position is eligible for a bonus under the current bonus plan requirements.

Benefits

• We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings.

Travel

None

Employer does not offer work visa sponsorship for this position.