Service Desk Technician

Job Summary

Providing Tier 1 technical support, the full-time Service Desk Technician will assist end-users via phone, email, and chat while managing IT incidents and requests in a remote environment.

Key responsibilities

• Provide technical support and resolve IT incidents for end-users through various communication channels
• Track and document support tickets, ensuring accurate details and timely resolution of service-related issues
• Respond to alerts and escalate complex issues to higher support tiers while maintaining a high level of customer service

Required qualifications

• High School Diploma with 1-2 years of relevant experience in a help desk or technical support role
• Ability to complete a Department of Homeland Security Public Trust Investigation (Tier 1)
• Basic troubleshooting knowledge of IT systems, including Windows, Microsoft Office, and O365
• Proven track record of exceptional customer service
• Ability to work independently and collaboratively in a fast-paced environment