Service Desk Technician

About the Company

Fully remote but workers must be in the EST time zone (8-5pm).

About the Role

The Service Desk Technician is responsible for providing timely, customer-focused technical support to end users across the organization. This role handles both first-call resolution tasks and more advanced troubleshooting, ensuring issues are resolved efficiently or escalated appropriately. The ideal candidate is proactive, detail‑oriented, and excels in a fast-paced support environment.

Responsibilities

• Serve as the first point of contact for technical support via phone, chat, or ticketing system.
• Troubleshoot and resolve common issues related to:
  • Windows and macOS operating systems
  • Microsoft 365 apps (Outlook, Teams, OneDrive, etc.)
  • Password resets and account lockouts
  • Basic network connectivity issues
  • Hardware peripherals (printers, monitors, docking stations)
• Create, update, and close service tickets with accurate documentation.
• Follow standard operating procedures and knowledge base articles.
• Provide excellent customer service and maintain a positive user experience.
• Perform advanced troubleshooting on desktop, laptop, and mobile device issues.
• Configure, deploy, and support workstations using standard imaging and provisioning tools.
• Install and support business-specific applications.
• Support audiovisual and conference room equipment.
• Investigate and resolve more complex networking, access, and permissions issues.
• Collaborate with system administrators or network teams for escalations.
• Participate in root-cause analysis and continuous improvement initiatives.

Qualifications

• 1--3 years of technical support or service desk experience.
• Strong knowledge of Windows 10/11 and basic macOS support.
• Experience with Microsoft 365 administration (account provisioning, mailbox troubleshooting, Teams support).
• Understanding of Active Directory, group policies, and permissions.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Familiarity with ITSM ticketing systems such as ServiceNow, Zendesk, or Freshservice.
• Excellent communication, customer service, and problem‑solving skills.

Required Skills

• Strong interpersonal and communication abilities.
• Ability to multitask and prioritize in a high‑volume environment.
• Team-oriented with a willingness to learn and grow.
• High attention to detail and follow-through.

Preferred Skills

• CompTIA A+, Network+, or equivalent certifications.
• ITIL Foundations, HDI, or equivalent certifications.
• Experience with endpoint management platforms (Intune, SCCM, Jamf, etc.).
• Knowledge of security best practices for end‑user devices.
• Experience supporting remote/hybrid workforce environments.

Pay range and compensation package

Standard business hours with periodic on-call or after-hours support.

Equal Opportunity Statement

Ability to sit for long periods of time. Occasional travel to regional offices may be required.