Service Desk Technician – Level I

In this customer-facing role as a Service Desk Technician I, you will be responsible for providing technical support and ensuring the delivery of exceptional service to meet the diverse needs of our clients. Your role will include troubleshooting, resolving issues, and contributing to the growth and success of our IT support services. You’ll be the escalation point to service calls and emails, tackling common and challenging issues. Your focus? Providing top-tier customer service, making sure every interaction is a great experience. In this role, you’re not just solving technical problems, you’re creating happy customers.

Responsibilities

• Be the initial contact for complex technical problems, offering quick and efficient solutions
• Answering support calls and working with fellow support team members and internal software development groups to identify and resolve problems
• Manage configuration/inventory and shipping of laptop stock for clients
• Hardware and software incident remediation
• Provide remote and on-site support as needed, ensuring minimal disruption to client operations
• Troubleshoot and resolve MS Azure/M365 incidents and requests
• Account provisioning/administration
• Actively managing assigned work in ticketing system including timely and meaningful updates
• Support network printing devices
• Troubleshoot and resolve tickets for VPN and MFA issues
• Resolve network issues using basic understanding of IP Addressing, subnetting and TCP/IP
• Deskside support of local employees/customers

Preferred Qualifications and Experience

At least 2+ years of experience with the following:

• Experience with Windows Operating Systems, with an understanding of security permissions for Active Directory
• Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications and network connections
• Experience troubleshooting Microsoft Office 365 and Office applications
• Familiarity with SharePoint and Exchange
• Experience with monitoring solutions, such as Microsoft System Center Operations Manager, or LogicMonitor
• Strong customer service skills with the ability to answer phone calls in a fast-paced environment
• Attention to detail
• Experience working with Autotask Service Desk is a plus

Education

• High school diploma or equivalent
• Microsoft and other certifications a plus
• ITIL fundamentals a plus

Position Type and Expected Hours of Work

• Full-Time
• Hybrid (4 days in office, one day remote)
• 40 hours per week
• One weekend shift rotation is required every four to six weeks, with a day off given in return.
• Potential to travel to customer sites within driving distance of office

Working Conditions and Physical Requirements

• Prolonged periods of being in a stationary position while working on a computer
• Must be able to move and/or lift up to 40 pounds at times
• Must be comfortable operating a computer and/or other office productivity machinery