Service Desk Technician

Job Summary

To support a dynamic IT environment, the full-time remote Service Desk Technician II will resolve Tier 1 incidents, manage escalations, and contribute to service improvements while acting as a resource for junior team members.

Key responsibilities

• Resolve Tier 1 incidents and service requests independently, including software, hardware, network, and account issues
• Act as a resource for Service Desk Technician I team members, promoting knowledge sharing and continuous improvement
• Perform advanced diagnosis and root-cause analysis on recurring issues and contribute to problem records

Required qualifications

• Proven experience resolving Tier 1 tickets in an enterprise or MSP environment
• Strong troubleshooting and diagnostic skills across Windows, Microsoft 365, and Active Directory
• 1-3 years of recent experience in technology, service desk, or helpdesk support
• High school diploma or GED required; college degree in a relevant field preferred
• Certifications such as A+, Network+, or ITIL Foundation preferred