Service Desk Technician - Remote

About the Employer

The organization is a leading provider in IT technology solutions and consulting, committed to helping IT executives and their teams secure a competitive edge. By integrating, automating, and innovating technology solutions, it supports a diverse range of clients. With a workforce exceeding 1,200 employees across the United States and multiple field offices, the organization boasts a wide operational footprint.

Position Overview

This role as a Service Desk Technician involves delivering technical support to a varied client base including subscribers to the company’s monitoring and Service Desk services. The technician acts as an intermediary between customers and the Service Desk team, ensuring all incident management processes are efficient while aiding team documentation efforts. This position directly impacts the quality of service and customer satisfaction.

Key Responsibilities

• Monitor support ticket systems, inbound emails, and phone inquiries.
• Provide assistance across multiple client environments.
• Troubleshoot basic technical issues on end-user desktops.
• Handle requests and alerts according to client-specific protocols.
• Manage assigned tasks independently following Service Desk policies.
• Initiate and manage incident workflows within ticketing and monitoring platforms.
• Create and escalate incident response tickets as required.
• Contribute to new employee training programs.
• Serve as a point of escalation for junior Service Desk Technicians.

Qualifications and Requirements

• Possession of a high school diploma or GED.
• At least two years of experience working with diverse IT systems and applications.
• Familiarity with Microsoft Active Directory, Outlook, Exchange, and Office 365.
• Knowledge of VPN technology, end-user computing devices, and peripherals.
• Preferred certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals (MS-900).
• Understanding of DNS functionality as it applies to network devices.
• Strong verbal and written communication abilities.
• Excellent interpersonal skills and adaptability to fast-paced changes.
• Problem-solving aptitude for diagnosing and resolving technology issues.
• Capability to communicate complex advice effectively.
• Highly motivated, able to prioritize under pressure, and committed to exceptional customer service.
• Proficiency in documentation and record-keeping tasks.

Compensation and Benefits

• Estimated hourly wage ranges between $23 and $27, influenced by factors such as location, experience, skills, certifications, and performance.
• Potential eligibility for variable incentive pay including bonuses or commissions.
• Comprehensive medical, dental, and vision insurance covers employees and their dependents.
• 401(k) retirement plan featuring employer contributions.
• 529 college savings plan availability.
• Health savings account options.
• Life insurance and long-term disability coverage.
• Ongoing training and professional development opportunities.
• Access to complimentary snacks and beverages at main offices.
• Emphasis on supportive work-life balance and paid time off.

Equal Opportunity

The employer is an equal opportunity organization dedicated to diversity and inclusion, ensuring fair consideration regardless of race, color, religion, gender identity or expression, sexual orientation, or national origin.