Service Desk Technician

Key Responsibilities

• Identifies, investigates, and resolves users’ problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Prioritizing tasks and meeting SLAs in a fast-paced environment.
• Ability to analyze issues, identify root causes, and provide effective solutions.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Afford assistance in setting up and shipping computer hardware to new users.
• Afford service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• 3+ years of experience in customer technical support highly preferred.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical team members and customers.
• Strong analytical and problem-solving skills.
• Proficient in managing M365 applications, including Exchange Online, SharePoint, Teams, and OneDrive.
• Experience in troubleshooting Microsoft Teams issues, setting up channels, and managing collaboration features.
• Familiarity with Intune for mobile device management (MDM) and endpoint security.
• Competent in diagnosing and resolving Windows-related problems.
• Skilled in M365 user provisioning, license management, and mailbox administration.
• Proficient in using service desk tools such as Service Desk Plus, Jira Service Desk, or Zendesk.
• Ability to follow instructions, be a team player, handle stress, meet tight deadlines, demonstrate an upbeat demeanor.
• Must be able to lift at least 15 pounds.

Pay

Pathstone’s expected starting base compensation range for the position as of the time of this posting is $65,000 - $75,000 per year. The actual base compensation selected for this role will be set based on a variety of factors, including (but not limited to) experience, education, specialty and training. The successful candidate(s) may also be eligible for a discretionary bonus award.