Service Desk Technician I

The Service Desk Technician I serves as the primary point of contact for end-user IT support. This Tier 1 role focuses on resolving common technical issues, delivering a high-quality customer experience, and ensuring timely resolution or appropriate escalation of incidents. The position is ideal for entry-level to early-career professionals seeking to build foundational IT support skills in a fast-paced, service-oriented environment.

·         Troubleshoot and resolve issues related to Windows and macOS operating systems, standard business applications, hardware, networking (LAN/WAN, VPN, Wi-Fi), and peripherals (printers, phones, mobile devices).

·         Provide support via phone, Microsoft Teams chat, email, remote tools, or in person.

·         Answer, log, track, and manage incidents and service requests using the ticketing system.

·         Prioritize requests according to defined service levels and business impact.

·         Maintain clear, accurate, and concise ticket documentation.

·         Confirm issue resolution with users prior to ticket closure.

·         Basic knowledge of Windows and/or macOS operating systems. 

·         Familiarity with Microsoft 365, email platforms, and common business applications. 

·         Fundamental understanding of hardware, peripherals, and basic networking concepts. 

·         Ability to follow structured troubleshooting processes and think analytically. 

·         Strong verbal and written communication skills. 

·         Ability to explain technical concepts in clear, user-friendly language. 

·         Patient, service-oriented approach with a focus on user satisfaction. 

·         Strong attention to detail, particularly in ticket documentation. 

·         Ability to manage and prioritize multiple requests in a fast-paced environment. 

·         Ability to work effectively both independently and as part of a team. 

·         Hybrid work environment with prolonged periods of sitting and computer use. 

·         Must be able to lift up to 15 pounds occasionally. 

The Company is committed to hiring a diverse and qualified workforce. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status under applicable law.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

• Opportunity to advance into Tier 2 support or specialized IT roles. 

• Exposure to broader IT systems, tools, and operational processes.