Service Desk Technician

About the Role:

• Provide services and support for a wide variety of customers, including subscribers to monitoring and contract Service Desk offerings.
• Act as a customer liaison for the Service Desk team as assigned.
• Update runbook documentation as required or requested.

What You’ll Do:

• Monitor ticketing system service boards, inbound email, and receive inbound phone calls.
• Troubleshoot basic end-user desktop issues and act on requests per defined procedures.
• Create and manage workflow incidents and escalate incident response tickets.

Required Skills and Experience:

• High school diploma or GED with a minimum of 2 years of IT systems experience.
• Proficiency in Microsoft Active Directory, Outlook, Exchange, O365, and VPN technologies.
• Certifications such as CompTIA A+, Network+, or MS-900 preferred; strong communication and documentation skills.

Perks:

• Comprehensive medical, dental, and vision plans; 401(k) with employer match; HSA and life insurance.
• Competitive compensation, training programs, and a collaborative culture.
• Work-life balance and generous paid time off.