Service Desk Technician

Job Description

Job Description

We are looking for a Service Desk Technician to provide dependable technical support for a non-profit organization in Palatine, Illinois. This Long-term Contract opportunity is well suited for someone who enjoys resolving end-user issues, delivering strong customer service, and working in a collaborative support environment. The ideal candidate will assist users with desktop, laptop, and remote access concerns while maintaining clear communication and consistent follow-through on service requests.

Responsibilities:
• Provide first-line technical assistance for users experiencing hardware, software, and access-related issues through phone, email, or remote support channels.
• Diagnose and resolve problems affecting Windows 10 desktops and laptops, escalating more complex incidents when necessary.
• Use a ticketing platform to document requests, record troubleshooting steps, and ensure timely updates through resolution.
• Support remote desktop sessions to identify user issues, apply fixes, and restore normal system functionality.
• Assist with user account support activities in Active Directory, including access-related troubleshooting and account maintenance.
• Deliver attentive customer service during a wide range of support interactions while setting clear expectations with end users.
• Collaborate closely with team members to share knowledge, coordinate issue resolution, and maintain service quality standards.• 6 months to 2 years of experience in a service desk, help desk, or call center setting focused on technical support.
• 1 to 2 years of hands-on experience supporting Windows desktop and laptop systems.
• At least 2 years of customer service experience, including remote assistance for technical issues.
• Familiarity with remote desktop tools and standard troubleshooting methods for end-user environments.
• Working knowledge of ticket management systems used to track incidents and service requests.
• Basic experience with Active Directory in a support capacity.
• Associate’s degree or technical certificate preferred for candidates with less than 5 years of related experience.
• Ability to work effectively in a team-based environment and manage varied user support situations calmly and professionally.