Service Desk Technician

Role: Service Desk Technician

Location: Carlsbad, NM

Pay Range: $65 - $75 / hour

Benefits: This role is eligible for medical, dental, vision and 401k.

Position Summary:

The IT Support Technician supports and maintains organizational computer systems, workstations, software, peripherals, and related technology. This role installs, configures, diagnoses, repairs, maintains, and upgrades equipment; troubleshoots issues in person, by telephone, remotely, or through the ticketing system; and provides timely, customer-focused assistance to end users. The position collaborates with the IT team and external vendors to maintain a reliable and effective end-user computing environment.

Essential Duties and Responsibilities

• Receive, document, prioritize, and respond to calls, emails, service requests, and tickets in accordance with established service levels and support procedures.
• Analyze, diagnose, and resolve workstation, printer, peripheral, network-connectivity, software, and business-application issues for onsite and remote users.
• Install, configure, test, maintain, monitor, and troubleshoot end-user hardware, software, peripheral devices, printing and scanning devices, presentation equipment, and related products.
• Build, install, and test standardized or customized system configurations across supported platforms and operating systems.
• Support new-computer deployments, equipment refreshes, hardware setup, and other end-user technology projects.
• Research hardware, software, and application requirements and provide recommendations supporting procurement, standardization, and technology needs.
• Maintain accurate ticket updates and create or improve troubleshooting guides, knowledge articles, and end-user how-to documentation.
• Collaborate with IT team members to support efficient operation of the organization's computing environment and escalate issues according to established procedures.
• Provide guidance and knowledge sharing to other support technicians to promote consistent support practices and operational procedures.
• Coordinate with third-party support providers, software vendors, and equipment vendors when needed to resolve issues or arrange repair services.
• Participate in the Service Desk on-call rotation and provide after-hours or weekend support when required.
• Travel regionally as needed for onsite troubleshooting, repair, installation, and equipment support.
• Perform other related duties consistent with the scope and purpose of the position.

Education and Certifications

• Associate degree in information technology or a related field preferred.
• Relevant professional experience may be considered in place of formal education.
• Microsoft or other relevant technical certifications preferred but not required.

Experience

• Previous experience in a customer-facing IT support, Service Desk, desktop support, or related technical support role.
• Experience supporting Microsoft Windows, Microsoft Office applications, remote-support tools, PC hardware, printers, and peripheral devices.
• Knowledge of identity and directory services, including Microsoft Entra ID and Active Directory, is preferred.
• Experience may range from developing to advanced proficiency; assignments and independence will reflect demonstrated knowledge, capability, and business needs.

Knowledge, Skills, and Abilities

• Working knowledge of PC and desktop hardware, internal components, peripherals, current operating systems, common protocols, and support standards.
• Hands-on ability to diagnose hardware and software issues, replace components, operate appropriate tools, and support equipment throughout its lifecycle.
• Ability to read and apply technical manuals, procedures, knowledge articles, and original equipment manufacturer guides.
• Strong customer-service orientation, with patience and professionalism in a front-line support environment.
• Clear written and verbal communication skills, including the ability to explain technical instructions in business-friendly and user-friendly language.
• Analytical problem-solving skills and sound judgment to resolve or appropriately escalate issues.
• Ability to prioritize and execute multiple tasks in a high-pressure environment while maintaining attention to detail.
• Ability to research technical issues and products, document findings, and recommend practical solutions.
• Self-motivated, dependable, team-oriented, and effective in a collaborative environment.

Physical Demands and Work Environment

• Work is performed primarily in an office environment, with some time in communications equipment spaces for installation, testing, and troubleshooting.
• Position may require extended periods of sitting, standing, or walking and the dexterity to operate a keyboard, mouse, power tools, and computer components.
• Position requires bending, moving, lifting, carrying, and transporting computers, peripherals, and networking equipment weighing up to 50 pounds.
• Up to 15% regional travel may be required for onsite hardware and software troubleshooting, repair, or installation.
• After-hours or weekend work may be required based on business and support needs.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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