Service Desk Technician

Job Description

Job Description

Position Title: Service Desk Technician
Location: On-premises
Type of Employment: Full-time

About Net56

Net56 is a Production IT company with over 40 years of experience delivering technology and managed service solutions. We serve as a trusted technology partner to our clients, providing a comprehensive suite of IT services, including network infrastructure and support, cybersecurity and governance services, professional services, business development, and ongoing technical support.

Position Overview

Net56 is seeking a Service Desk Technician to join our team of problem-solving, client-focused IT professionals.

The Service Desk Technician provides both remote and onsite technical support to Net56 clients, diagnosing and resolving hardware, software, network, and user-related issues. This position utilizes monitoring tools, remote support applications, and our ticketing system to provide timely resolutions while maintaining a high level of customer satisfaction.

This is an office-based position located in Deer Park, Illinois, with occasional travel to client locations when onsite support is required.

Responsibilities

• Provide direct remote and in-field technical support to clients.
• Diagnose and resolve technical issues through phone, email, and remote-support applications.
• Perform onsite client support when scheduled or when remote resolution is not possible.
• Create, track, document, update, and resolve client issues through the company's ticketing system.
• Troubleshoot computer hardware, software, user-access, connectivity, and network-related issues.
• Monitor network availability and uptime using SolarWinds.
• Monitor backup operations and successful completion using Veeam.
• Escalate complex technical issues to the appropriate internal resource when necessary.
• Maintain accurate documentation of troubleshooting steps, resolutions, and client communications.
• Communicate clearly and professionally with clients and internal team members.
• Assist with hardware installation, configuration, replacement, and break/fix support.
• Follow Net56 technical procedures, documentation standards, and service expectations.

Qualifications

• Working knowledge of networking architecture and basic network troubleshooting.
• Familiarity with LAN and WAN network topology.
• Experience with Google Workspace, Active Directory, or similar platforms.
• Experience providing computer hardware break/fix support.
• Basic understanding of Windows environments and Windows Server.
• Basic knowledge of backup software functionality and disaster recovery concepts.
• Strong troubleshooting, analytical, and critical-thinking skills.
• Ability to prioritize and manage multiple support requests.
• Excellent verbal and written communication skills.
• Strong customer-service skills and a client-focused approach.
• Positive, professional, and collaborative demeanor.
• Ability to work independently while knowing when to escalate an issue.

Education & Experience

• 1–3 years of combined education, technical training, certifications, or practical IT support experience.
• Education, training, or certifications involving the following are preferred:
  • LAN and WAN networking
  • Windows Server
  • Active Directory
  • Disaster recovery and backup technologies
  • Network and infrastructure monitoring
  • Google Workspace
  • IT support and troubleshooting

Relevant technical certifications are preferred but not required.

Physical Demands

• Ability to spend the majority of the workday in an office-based desktop and computer environment.
• Ability to perform onsite client support as required.
• Ability to lift, move, or transport equipment weighing up to 50 pounds when required for onsite or hardware-related work.

Why Work at Net56?

At Net56, you'll work alongside a friendly, collaborative, and goal-oriented team committed to delivering excellent service to our clients. We offer a modern and comfortable office environment, opportunities to expand your technical knowledge and experience, and a company culture built around teamwork, professional growth, accountability, and sustained excellence.