IT Service Desk Technician

About the role

The IT Service Desk Technician provides the primary point of contact for users seeking technical assistance across the organization. Working remotely, the role handles the majority of support via telephone and remote tools, ensuring timely resolution of hardware and software issues.

Key responsibilities

• Answer incoming calls and voicemail, following department procedures.
• Use the Samanage ticketing system to open, track, resolve, and close user requests.
• Monitor the support queue and assign tickets to appropriate resources.
• Provide first‑line troubleshooting for PCs, mobile devices, telephones, VPN, network printers, and proprietary software.
• Resolve 70‑80% of calls without escalation; follow escalation protocols for complex issues.
• Administer AS400/Client Access user accounts and address Windows printing problems.
• Create knowledge‑base articles and update tickets daily.
• Meet established Service Level Agreements for response and resolution times.

Required profile

• Associate degree in a related field or equivalent experience.
• Minimum of 3 years of relevant IT support experience.
• US citizenship, Green Card holder, or authorized to work in the United States.
• Strong customer‑service orientation in an enterprise IT environment.

Required skills

• Samanage ticketing system
• AS400/Client Access account administration
• MS‑DOS and Microsoft Windows troubleshooting
• Hardware support for PCs, mobile devices, and telephones
• VPN configuration and network printer support
• Disk encryption and IT security best practices
• Intermediate software troubleshooting