Service Desk Technician

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

The Service Desk Technician will provide services and support for a wide variety of customers including multiple subscribers to Company’s monitoring and contract Service Desk offerings. In addition, this position will act as customer liaison for the Service Desk team as assigned, participating in onsite visits to multiple customer locations on a weekly basis.  This position will also be responsible for updating runbook documentation as required or requested. 

• Monitor ticketing system service boards, inbound email and receive inbound phone calls.
• Support multiple customer environments in an on-site capacity 3-4 days per week.
• Troubleshoot basic end user desktop issues.
• Act upon requests and notifications following defined procedures which vary by client.
• Self-manage assigned tasks in accordance to Service Desk guidelines.
• Create and manage workflow incidents within approved ticket and monitoring solutions.
• Create and escalate incident response tickets.
• Assist with new hire training.
• Serve as an escalation point for Associate Service Desk Technicians when issues arise with incidents. 

• A high school diploma or GED is required.
• A minimum of 2 years of experience with various IT systems and applications.
• Microsoft Active Directory, Outlook, Exchange, O365 and others
• Various VPN technologies and end user compute systems and peripherals.
• Certifications: CompTIA A+, Network +; MS-900 (Microsoft 365 Fundamentals) preferred.
• DNS knowledge and how it applies to network devices.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to constantly adapt to rapid change.
• Intuitive ability to gather data, diagnose and troubleshoot end user technology.
• Ability to confidently explain and deliver complex recommendations.
• Personally, and professionally self-motivated.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong desire to exceed customer service and expectations.
• Strong documentation skills regarding tasks which will ultimately improve team knowledge base.

While performing the standard duties of this job, the employee can expect light physical exertion with long periods of sitting, occasional standing and walking; limited bending, crouching, stooping, stretching, reaching, or similar activities; occasional lifting/moving of items up to 25 pounds. Hearing and speech communication in person and over the telephone is essential to fulfilling the duties of this position.  Specific vision abilities required to read printed materials and a computer screen; including close vision and the ability to adjust focus.

While performing the duties of this job, the employee is frequently surrounded by other employees and their conversations on the telephone and in person.  The noise level and indoor office temperature may vary. 

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com.

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.