Service Desk Technician

Contract Service Desk Technician

Position Summary

Our client is seeking a motivated Service Desk Technician to provide first-level technical support for end users across a diverse technology environment. This role serves as the primary point of contact for IT-related questions, incidents, and service requests, delivering timely, professional support while ensuring a high level of customer satisfaction.

The ideal candidate enjoys troubleshooting technical issues, communicating with users, and working in a fast-paced, team-oriented environment. This is an excellent opportunity for candidates looking to build or expand their IT support experience.

Key Responsibilities

• Serve as the first point of contact for end-user technical support via phone, email, chat, remote support, and in-person interactions.
  
  
• Respond promptly to basic hardware, software, account access, and connectivity issues to minimize user downtime.
  
  
• Take ownership of support tickets from initial contact through resolution or appropriate escalation.
  
  
• Gather, document, and maintain accurate information regarding reported incidents, requests, and troubleshooting activities.
  
  
• Diagnose and resolve routine technical issues while following established support procedures and service level expectations.
  
  
• Escalate more complex issues to senior technical staff or specialized support teams when appropriate.
  
  
• Maintain and contribute to internal knowledge base documentation and standard operating procedures.
  
  
• Deliver exceptional customer service by setting clear expectations, communicating status updates, and confirming issue resolution.
  
  
• Stay current on supported technologies, applications, and organizational support processes.
  
  
• Perform additional duties as assigned.

Required Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
  
  
• 0-2 years of IT support, help desk, desktop support, or customer service experience.
  
  
• Experience providing technical support in Windows and macOS environments.
  
  
• Familiarity with Microsoft Office, email systems, internet browsers, and basic troubleshooting techniques.
  
  
• Basic understanding of networking concepts, including TCP/IP, VPN, Wi-Fi, switches, routers, and network connectivity.
  
  
• Basic knowledge of desktop and laptop hardware, printers, mobile devices, and peripheral equipment.
  
  
• Strong verbal and written communication skills with a customer-first mindset.
  
  
• Ability to prioritize tasks, manage multiple requests, and work effectively in a fast-paced environment.

Preferred Qualifications

• Experience supporting user account access, authentication, and password-related issues.
  
  
• Previous experience using an IT service management (ITSM) or ticketing system.
  
  
• One or more years of Service Desk, Help Desk, or Desktop Support experience.
  
  
• One or more years of customer service experience in a professional environment.
  
  
• CompTIA A+ and/or Network+ certification.
  
  
• Experience supporting both Windows and Mac users in an enterprise environment.

Desired Skills

• Strong troubleshooting and analytical abilities.
  
  
• Excellent phone, email, chat, and interpersonal communication skills.
  
  
• Ability to learn new technologies quickly and adapt to changing priorities.
  
  
• Strong organizational skills and attention to detail.
  
  
• Ability to work independently as well as collaboratively within a team.
  
  
• Typing proficiency of approximately 35 words per minute with accuracy.
  
  
• Commitment to continuous learning and professional development.

Compensation: $28 to $32 an hour
Compensation is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.

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