Service Desk Technician

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Theoris Services is assisting our client in their search for a Service Desk Technician to join their growing team. The Service Desk Technician provides support to internal customers via phone, email, and computer chat, using technical knowledge and company resources to diagnose and resolve basic computer, application, system, device, access, or performance issues. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.

Documents incidents using help desk systems or tools. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or reset passwords. This position is onsite and would require 10‑25% of time spent traveling to other office locations that are located in Elkhart, Indiana. Required working hours are in the Eastern Standard time zone.

• 1 year of experience in IT preferred or a degree within Information Technology
• Knowledge of ITIL is preferred, training will be provided
• Ability to troubleshoot, repair and upgrade PC Software and Hardware
• Experience with Remote Support Applications and ITIL based Ticketing Systems is preferred
• Experience working within a call‑center environment is desired
• Knowledge of PC Imaging software is preferred
• Prior experience doing PC to PC migration and support for legacy computers - Windows XP, 7, 8
• Experience with Windows 10
• Experience with Microsoft 365 administration preferred
• Proficient with IOS, Windows, and Android devices
• Excellent written and oral communication skills
• Highly organized and detail oriented
• Ability to diagnose and resolve technical problems on desktop / laptop / mobile devices
• Available to work overtime if needed
• Dependable transportation and valid driver’s license and insurance
• Knowledge of Microsoft productivity and collaboration technologies (Word, Excel, Outlook, Teams, SharePoint etc.)
• The ability to speak, read and write English is required, bilingual Spanish is desired

• The Service Desk Technician will be responsible for supporting internal customers to resolve complex issues requiring detailed systems and applications knowledge.
• Provide on‑site and remote support for software and hardware issues
• Operating system and application installation/configuration
• Complete documentation of technical issues and resolutions
• Perform setup and troubleshooting of end user equipment
• Installation of pre‑configured networking hardware
• Properly evaluate situations and immediately provide effective solutions
• Support users in the use of computer equipment by providing necessary training/advice
• Manage Help Desk tickets in a timely manner
• Respond to customer issues via phone, email, and computer chat
• Run diagnostics to resolve customer‑reported issues
• Escalate issues to the next Tier based on the level of difficulty
• Install, make changes, and repair computer hardware and software
• Follow‑up with customers to ensure issues are resolved

We are in the people business; treating people right is our ONLY priority. Theoris Services consultants are full‑time employees with full benefits, including:

• Robust Health Insurance
• 401(k) plan
• PTO accrual
• Paid holidays
• Excellent cash‑based referral program

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Entry level

Full‑time

Information Technology

Manufacturing

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