Service Desk Technician

Service Desk Technician

Marathon 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 Responsibilities

• Serve as the primary point of contact for end users via phone, email, chat, or ticketing system
• Log, categorize, and prioritize incidents and service requests in the ticketing system
• Provide first-level troubleshooting for common IT issues including:
• Password resets
• Account lockouts
• Basic network connectivity issues
• Software access problems
• Follow documented knowledge base articles and standard operating procedures (SOPs) when resolving incidents
• Maintain accurate ticket documentation, updates, and resolution details
• Monitor ticket queues to ensure service level agreement (SLA) compliance
• Provide timely updates and communication to end users regarding ticket status
• Escalate complex technical issues to Tier 2 support teams when appropriate
• Deliver excellent customer service and professional communication while supporting users

Required Qualifications

• Associate's Degree required (Information Technology or related field preferred)
• 0–2 years of Service Desk or Help Desk experience
• Experience supporting Windows desktop environments
• Basic knowledge of Active Directory user administration (password resets, account unlocks)
• Experience using IT ticketing systems (ServiceNow, Remedy, Jira, etc.)
• Strong communication and customer service skills

Preferred Qualifications

• Prior experience in a corporate or federal service desk environment
• HDI Certification (preferred but not required)
• Familiarity with ITIL-based service desk operations
• Experience supporting Microsoft 365 applications

Marathon 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").