Service Desk Technician

Job Summary

Providing Tier 1 technical support, the full-time Service Desk Technician (Weekend Shift) will assist end-users with IT incidents and requests remotely while working from 7pm to 7am on Saturdays and Sundays, and 6pm to 2:30am on Tuesdays and Wednesdays.

Key responsibilities

• Deliver Tier 1 technical support to end-users via phone, email, and chat, ensuring timely resolution of IT incidents
• Manage and document support tickets in the ticketing system, tracking the status and classification of each incident
• Respond to alerts and escalations, collaborating with IT support groups to develop solutions for recurring issues

Required qualifications

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