Service Desk Technician

Five Rivers IT builds and services reliable IT infrastructures for midsized businesses and has been growing at a consistent rate of 30% per year for the last three years. The company is seeking a Service Desk Support Technician to join its dynamic team providing world‑class IT services to clients in the NYC metro area. This role is based in the Fair Lawn, NJ office; candidates must be local or willing to relocate.

Responsibilities

• Provide initial contact and incident resolution to customers with hardware, software, and application problems.
• Attempt to resolve as many incidents during the first call as possible.
• Document incident resolution and status in the incident PSA tool.
• Provide day‑to‑day support for localized PC issues.
• Create and manage user accounts and provide remote troubleshooting support to customers.
• Provide input and updates to standard operating procedures.
• Participate in the organization’s change management process, communicating and escalating issues using sound judgment and self‑initiative.
• Provide polite and friendly customer service.

Qualifications

• Previous experience in IT, customer service, or other related fields.
• Ability to build rapport with clients.
• Strong troubleshooting and critical thinking skills.
• Positive and professional demeanor.

Benefits

• Medical, dental, and vision insurance.
• Vacation time.
• 401(k) eligibility after one full year of service.

Pay

Compensation ranges from $40,000 to $50,000 based on experience.