Service Desk Technician

About Moser

MoserFor more than 25 years we have formed partnerships and grown through open and honest collaboration with our clients, partners, and employees. We are best known for taking great care of our clients, our dedication to creating a work environment where employees do their best work, and our deep commitment to continuous improvement. Our consultants work in a collaborative and fast-paced environment, are self-motivated, and are passionate about evolving technology. It is no accident that we are recognized as one of the Best Places to Work in Indiana for 10 consecutive years.

Internally, we believe in building strong teams from the top down with a focus on values in our Model-Coach-Care philosophy. Our leadership are encouraged and trained to model good practices, mentor other employees and each other, and show empathy and caring in all interactions. This is the base of our core values: Accountability, Balance, Collaboration, Focus, Integrity, Social Responsibility, Support and Transparency.

Moser Consulting believes in equal opportunity for all people and is committed to enabling a diverse, equitable, and inclusive culture. We foster a spirit of unity that respects the remarkable individuality of everyone's culture, history, and service.

Description

The Service Desk Technician is a dynamic role, mission-critical role responsible for sustaining IT operations within a 24/7/365 Service Center environment. This position serves as the first point of contact for users facing technical issues at any time, ensuring continuous, uninterrupted support and a seamless flow of communication and resolution.

• Provide first-level contact and convey resolutions to user issues.
• Properly escalate unresolved queries to the next level of support.
• Manage and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
• Provides advice and guidance to colleagues regarding incidents.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
• Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network.
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines.
• Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients.
• Create, maintain, and distribute reports of progress to senior leadership.
• Maintain ticketing system with up-to-date solutions and clear record of activities.

Role Responsibilities

• Provide first-level contact and convey resolutions to user issues.
• Properly escalate unresolved queries to the next level of support.
• Manage and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
• Provides advice and guidance to colleagues regarding incidents.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
• Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network.
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines.
• Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients.
• Create, maintain, and distribute reports of progress to senior leadership.
• Maintain ticketing system with up-to-date solutions and clear record of activities.

Requirements

• Bachelor’s degree in computer science, information technology, or a related field; or equivalent experience.
• Collaborates with IT teams for complex issue resolution and process improvement.
• Acts as a liaison between the IT department and other business units, ensuring aligned objectives.
• Assists in vendor interactions under supervision, learning the basics of vendor communication and the importance of aligning vendor solutions with organizational needs.
• Contributes to IT knowledge base by documenting frequent user queries and resolutions.

Preferred Skills

• ITIL Foundations v4
• CompTIA A+
• COMTIA Network+
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified Professional (MSP)
• Cisco Certified Network Associate (CNA)

Where You'll Work

Moser Consulting has 2 offices based out of Indianapolis, IN. You will be able to work a hybrid/onsite work schedule out of the downtown and Castleton offices.

Salary

$41k-$69k salary range for this role is not just a number—it’s a reflection of the value we place on the skills and experience our employees bring to our team. We are committed to offering a competitive salary that aligns with the industry standards and the unique competencies you bring to our community.

Benefits

• Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
• Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
• PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
• Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
• Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
• Wellness Program: We promote a healthy lifestyle with our wellness program.
• Catered Lunches: Enjoy delicious catered lunches regularly.

Equal Opportunity Employer

Moser Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.