Service Desk Technician

Service Desk Technician Overview

• The Service Desk Technician provides exceptional technical support to managed services clients remotely and onsite.
• This role involves troubleshooting, resolving Tier 1/1.5 issues, and escalating complex problems effectively.
• Collaborate with diverse client environments, ensuring outstanding customer experiences and technical solutions.
• Engage in hybrid work, combining remote tasks with onsite client visits within the NY/NJ metro area.
• Support data center operations, including equipment handling, installations, and maintaining a professional environment.
• Develop skills in organizational operations, customer satisfaction, and advanced technical troubleshooting.
• Maintain clear communication and documentation practices to ensure efficient ticket management and resolution.
• Participate in an on-call rotation to address off-hours and weekend support needs.

Service Desk Technician Key Responsibilities & Duties

• Answer inbound support calls and promptly respond to service requests.
• Triage client issues to determine urgency and accurately diagnose problems.
• Resolve Tier 1/1.5 issues efficiently while maintaining client expectations.
• Escalate complex issues to senior engineers with thorough documentation.
• Engage in professional communication with clients via email and calls.
• Assist with equipment shipping, installation, and maintenance tasks.
• Provide onsite support for client locations and data center operations.
• Maintain a clean and professional environment in the network operations center.
• Contribute to a collaborative team environment, sharing expertise and supporting colleagues.

Service Desk Technician Job Requirements

• Bachelor’s degree preferred; equivalent technical certifications or experience acceptable.
• Minimum 1 year of desktop support experience; MSP experience preferred.
• Proficiency in Windows desktop operating systems and Microsoft Office suite.
• Experience with PSA systems, RMM tools, and documentation platforms.
• Basic knowledge of networking, Windows Server administration, and Active Directory.
• Valid driver’s license and ability to travel within the NY/NJ metro area.
• Capability to lift and install equipment up to 50 pounds.
• Participation in after-hours on-call rotation for support needs.
• Strong analytical, troubleshooting, and organizational skills.