Service Desk Technician

Responsibilities

• Provide first-level IT support for hardware, software, and network issues
• Troubleshoot and resolve technical problems in a timely manner
• Maintain accurate documentation of support tickets and resolutions
• Escalate complex issues to appropriate IT teams when necessary
• Offer dedicated technical assistance to executive leadership
• Prioritize and respond promptly to executive requests
• Maintain discretion when handling sensitive information
• Support our Sales teams with technical issues both on-site and remotely in-the-field
• Aid in technical aspects of sales presentations and demonstrations
• Ensure sales tools and applications are functioning optimally
• Provide just-in-time technical support during client meetings
• Care for technology onboarding for new employees
• Coordinate and execute technology onboarding for new hires
• Prepare and configure hardware and software for new hires
• Deliver initial training on company systems and tools
• Create and maintain onboarding documentation and checklists
• Manage inventory of IT equipment and supplies
• Aid in implementing IT policies and procedures
• Contribute to continuous improvement of IT service delivery
• Participate in IT projects as needed
• Complete other related duties as assigned

Qualifications & Experience

• 2+ years of experience in IT help desk or technical support
• Strong knowledge of common business applications and operating systems
• Excellent customer service and communication skills
• Ability to explain technical concepts to non-technical users
• Experience with ticketing systems and IT service management
• Proven ability to prioritize tasks in a fast-paced environment
• Technical certification (CompTIA A+, HDI, ITIL Foundation) preferred
• Experience supporting executive-level staff preferred
• Familiarity with onboarding processes preferred
• Knowledge of sales tools and CRM systems preferred

Personal Attributes

• Exceptional problem-solving abilities
• Professional demeanor and presentation
• Adaptability to changing priorities
• Strong attention to detail
• Team-oriented with a collaborative approach
• Commitment to continuous learning
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Comfortable navigating ambiguity
• Entrepreneurial mindset to bring best practice ideas to the team
• Exhibits our Great Gray attributes: Disciplined Curiosity, Growth Mindset, Results Ownership, Collaboration, Grit