Service Desk Technician (Remote)

Our client operates within the IT technology solutions and consulting industry, helping IT executives and their organizations gain a competitive advantage through integration, automation, and innovation. With over 1,200 employees across the United States and multiple field offices, the organization delivers scalable technology solutions.

About the Role

As a Service Desk Technician, you will provide technical support to a diverse customer base, including subscribers to the organization’s monitoring and Service Desk services. This role acts as a liaison between customers and the Service Desk team, ensuring efficient incident resolution and supporting documentation efforts to maintain service quality and customer satisfaction.

Responsibilities

• Monitor ticketing system service boards, inbound email, and phone calls.
• Support multiple customer environments.
• Troubleshoot basic end-user desktop issues.
• Act on requests and notifications per client-defined procedures.
• Self-manage assigned tasks following Service Desk guidelines.
• Create and manage workflow incidents within ticket and monitoring systems.
• Create and escalate incident response tickets.
• Assist with new hire training.
• Serve as an escalation point for Associate Service Desk Technicians.

Requirements

• High school diploma or GED.
• Minimum of 2 years of experience with various IT systems and applications.
• Knowledge of Microsoft Active Directory, Outlook, Exchange, and O365.
• Familiarity with VPN technologies, end-user computing systems, and peripherals.
• Preferred certifications: CompTIA A+, Network+, MS-900 (Microsoft 365 Fundamentals).
• Understanding of DNS and its application to network devices.
• Strong written and oral communication skills.
• Strong interpersonal skills and adaptability to rapid change.
• Ability to gather data, diagnose, and troubleshoot end-user technology.
• Ability to explain and deliver complex recommendations clearly.
• Self-motivation and ability to prioritize and execute tasks under pressure.
• Commitment to exceeding customer service expectations.
• Strong documentation skills.

Pay

Estimated pay range: $23 to $27 USD per hour. Actual salary depends on location, experience, skills, performance, certifications, and business needs. Certain positions may be eligible for variable incentive compensation, such as bonuses or commissions.

Benefits

• Comprehensive medical, dental, and vision insurance for employees and dependents.
• 401(k) Retirement Plan with employer match.
• 529 College Savings Plan.
• Health Savings Account.
• Life Insurance and Long-Term Disability coverage.
• Training and development programs.
• Major offices stocked with snacks and beverages.
• Supportive work-life balance and paid time off.