IT Service Desk Technician I

Overview

The IT Service Desk Technician I delivers responsive, customer-focused technical support and reliable execution of routine Technology Operations services. The role is the primary point of contact for incidents and requests involving users, endpoints, Microsoft 365, identity and access, enterprise applications, mobile devices, printers, and remote connectivity. This position follows established standards, documents work completely, resolves issues at the lowest appropriate support tier, and escalates with clear evidence when additional expertise is required.

Responsibilities

Essential Duties and Responsibilities
• Service Desk and End-User Support
• Review, prioritize, own, and update incidents and requests in the designated ITSM platform in accordance with service levels and operating procedures.
• Troubleshoot Windows endpoints, laptops, desktops, mobile devices, printers, peripherals, conferencing tools, common software, and basic VPN or connectivity issues.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and standard productivity applications.
• Provide floor and remote support, communicate progress to users, validate restoration of service, and document final resolution steps.
• Perform initial triage for business applications and route only after completing defined troubleshooting and capturing useful diagnostic information.
• User Lifecycle, Identity, and Access
• Execute approved onboarding and offboarding tasks, including account setup or disablement, license assignment, mailbox handling, group membership, application access, and equipment coordination.
• Support MFA enrollment and resets, guest invitations, international travel or geo-exception workflows, and routine access requests using approved procedures.
• Endpoint, Mobile, and Asset Operations
• Configure and deploy devices, enroll endpoints in Intune or other management platforms, install approved software, and perform basic compliance remediation.
• Support mobile device enrollment, application deployment, replacements, recovery, and lifecycle activities.
• Maintain hardware and software inventory records and assist with procurement, assignment, transfer, audit, refresh, and retirement activities.
• Application and Platform Administration
• Perform routine user administration, licensing, access, and first-line troubleshooting for supported platforms such as Adobe, Autodesk, SolidWorks, Lucidchart, Jira, Confluence, GitHub, UniPoint, and similar business applications.
• Assist with Teams and SharePoint access requests, shared mailboxes, distribution lists, and other standard Microsoft 365 administration within assigned permissions.
• Operational Discipline and Improvement
• Monitor assigned queues, service advisories, endpoint or RMM alerts, and recurring operational checks; escalate risks according to defined procedures.
• Create and improve knowledge articles, standard work instructions, and user-facing guidance.
• Identify repetitive work, recurring incidents, and opportunities to improve self-service, automation, or shift-left support.
• Participate in projects, testing, deployments, and after-hours support as assigned.

Qualifications

Required Skills & Qualifications
• Technical Skills
• Foundational troubleshooting of Windows, Macs, Microsoft 365, endpoints, mobile devices, printers, and remote access.
• Working knowledge of Entra ID / Active Directory, MFA, group membership, permissions, and basic identity concepts.
• Experience with ITSM ticket management and disciplined documentation of incidents, requests, and resolutions.
• Basic exposure to Intune, endpoint management, RMM tools, asset management, and enterprise application support.
• Basic scripting or automation knowledge, is beneficial.

Education Requirements
Min/Preferred Education Level Description
Minimum 2 Year / Associate Degree • Associate or bachelor's degree in information technology, Computer Science, or a related field, or equivalent practical experience.
Preferred 4 Year / Bachelors Degree • CompTIA A+, Network+, Microsoft Fundamentals, ITIL Foundation, or comparable certifications.

Years Of Experience
Minimum Years of Experience Maximum Years of Experience Comments
1 • 1-3 years of service desk, end-user support, desktop support, or Technology Operations experience.
• Demonstrated customer service, troubleshooting, documentation, and follow-through.

Working Conditions
Physical Demands
• Office-based and remote technology supported environments. Regularly required to sit, stand, and move about office or facility locations. May require occasional travel and work outside normal business hours for incidents, maintenance, projects, or location support.

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what's next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource - our PEOPLE! We invite you to explore our opportunities and grow your career with us.


We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.


EEO Statement


Equal Opportunity Employer


Sonny's is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.