Service Desk Technician I | IT Support

About the role

ThinkTech is a Managed IT Services Provider helping businesses operate more securely, efficiently, and confidently through technology. We're looking for a Service Desk Technician I to provide first‑level technical support for our clients and serve as the initial point of contact for incoming service requests. This role is ideal for someone who enjoys helping people, solving technical problems, and building a career in IT support. Whether you've worked in a Service Desk environment, supported users internally, or are looking for an opportunity to apply your technical training in a professional setting, this role offers exposure to a wide variety of technologies, businesses, and support challenges.

Responsibilities

• Serve as the first point of contact for client service requests by phone and ticketing system
• Troubleshoot Windows workstations, Microsoft 365, printers, connectivity issues, and common business applications
• Assist with user onboarding, account administration, software installation, and routine support requests
• Resolve issues whenever possible and escalate more complex problems appropriately
• Provide clear, professional communication throughout the support process
• Document work performed and maintain accurate ticket records in ConnectWise
• Collaborate with teammates to deliver a consistent client experience

Who Thrives Here

• Enjoy solving problems and approaching troubleshooting in a logical, methodical way
• Stay calm under pressure and effectively prioritize competing requests
• Communicate clearly with both technical and non‑technical users
• Take ownership of your work and pay attention to details, including documentation and ticket updates
• Balance speed with quality in a fast‑paced support environment
• Know when to continue working through an issue and when escalation is the right next step
• Genuinely enjoy helping people and delivering a positive support experience
• Are motivated to continue building your technical knowledge and skills

Requirements

• Foundational IT knowledge gained through hands‑on support experience, IT coursework, technical training, certifications, or a combination of the above
• Experience or exposure to troubleshooting Windows workstations, Microsoft 365, basic networking, or common end‑user technology issues
• Strong customer service and communication skills, with the ability to explain technical concepts to non‑technical users
• Demonstrated interest in building a long‑term career in IT support or managed services
• Ability to work onsite in our Greensboro office

Bonus Points

• Help Desk, Service Desk, MSP, or technical support experience
• Experience working in a ticketing system
• CompTIA A+ or Network+ certification

Work Environment

• Fully in‑office position
• Fast‑paced support environment with a mix of phone and ticket‑based support
• Participation in an on‑call rotation (approximately one week every three months)

Compensation

Base salary: $40,000 – $50,000. Eligible for profit sharing. Overtime eligibility as applicable.

Benefits

• Hands‑on experience supporting a wide variety of businesses, technologies, and real‑world IT challenges
• Investment in employee development through training, certifications, and continuing education
• Collaboration with experienced teammates committed to mutual learning and growth
• 16 hours of paid volunteer time each year to support causes that matter to you