Service Desk Technician

Service Desk TechnicianMarathon TS is seeking a Service Desk Technician to provide first-line technical support to end users by responding to incidents and service requests through phone, email, chat, and ticketing systems. This role is responsible for resolving common IT issues, documenting support activities, and escalating complex problems to Tier 2 support teams when necessary.The ideal candidate will have experience supporting corporate or federal service desk environments and will demonstrate strong customer service skills while adhering to established knowledge base articles and standard operating procedures (SOPs).Key ResponsibilitiesServe as the primary point of contact for end users via phone, email, chat, or ticketing systemLog, categorize, and prioritize incidents and service requests in the ticketing systemProvide first-level troubleshooting for common IT issues including:Password resetsAccount lockoutsBasic network connectivity issuesSoftware access problemsFollow documented knowledge base articles and standard operating procedures (SOPs) when resolving incidentsMaintain accurate ticket documentation, updates, and resolution detailsMonitor ticket queues to ensure service level agreement (SLA) complianceProvide timely updates and communication to end users regarding ticket statusEscalate complex technical issues to Tier 2 support teams when appropriateDeliver excellent customer service and professional communication while supporting usersRequired QualificationsAssociate's Degree required (Information Technology or related field preferred)0–2 years of Service Desk or Help Desk experienceExperience supporting Windows desktop environmentsBasic knowledge of Active Directory user administration (password resets, account unlocks)Experience using IT ticketing systems (ServiceNow, Remedy, Jira, etc.)Strong communication and customer service skillsPreferred QualificationsPrior experience in a corporate or federal service desk environmentHDI Certification (preferred but not required)Familiarity with ITIL-based service desk operationsExperience supporting Microsoft 365 applicationsMarathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status").