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. 

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.