Service Desk Technician

Description

Responsibilities

- Provide first-level support for service & incident requests

- Respond to tech inquiries via ticket system, online chats, over the phone or perform remote sessions

- Provide quick and effective assistance with information technology systems

- Walk customers step-by-step through the problem-solving process

- Troubleshooting of hardware and software

- Create and provision account access

- Log all service desk communications and document issue resolution using a ticket system

- Frequently follow up with customers to ensure satisfactory service

- Prioritizing and managing incoming IT service requests efficiently and with appropriate urgency

- Collect data, triage issues & escalate as appropriate

- Coordinate with other internal teams

- Collaborating with hardware support teams for equipment repair or replacement

- Inform customers about IT products, services, processes

- Timely routing of issues and requests to appropriate teams

Qualifications

- Bachelor's Degree in computer science, information systems, IT or equivalent experience preferred

- 1-3+ years of experience in a similar role

- Strong problem-solving, analytical, and comprehension skills

- Ability to quickly triage and resolve technical issues

- The ability to break down technological processes and deliver clear, step-by-step instructions

- Excellent verbal and written communication skills

- Patient, friendly demeanor with a great aptitude for listening

- Dedication to providing exceptional customer service

- A growth mindset, a strong desire to learn and think "outside the box" are essential for this role

- Coordinating with security teams to address and prevent potential cyber threats

- Demonstrated teamwork with eagerness to help other technical support workers and customers

- Exceptional time management, punctuality and priority setting skills highly desired

- Experience in applying service desk best practices or ITIL certification a plus

- Commitment to continuous learning and Service Desk operational improvements

- Experience in applying service desk best practices and understanding the key differences of incident and request handling

- Demonstrated ability to follow escalation paths and team communication protocols

Technical Skills

- Experience with Windows, MacOS and limited mobile devices

- Proficient understanding of ticket management systems (i.e., Jira Service Management, Service Now, Fresh Service, etc.)

- Productivity & communication application support (i.e., Microsoft 365, Google Workspace, Slack, Zoom, Teams)

- Experience with Identity & Access Management and end-point solutions (i.e., Entra , Intune, MFA, Active Directory, Microsoft Defender)

- Experience with Cloud-based platforms (i.e., Microsoft Azure, Salesforce, Confluence, Sharepoint)

- Experience using remote tools (screen sharing/control, RDP)

- Experience of basic networking concepts (i.e., Internet, WiFi, Ethernet/LAN, routing, VPN, network printers)

- Experience using directory & domain services (i.e., Active Directory)

Skills

Help desk, Help desk support

Top Skills Details

Help desk, Help desk support

Additional

Skills & Qualifications

- Service Desk Technician Level 1

- Approx - 1-3+ years experiences

Job Type & Location

This is a Contract position based out of New York, NY.

Pay and Benefits

The pay range for this position is $18.00 - $21.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Final date to receive applications

This position is anticipated to close on Mar 6, 2026.

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