Service Desk Technician

Job Description

Job Description

As an IT Tier 1 Service Desk Technician, you will be the first point of contact for our clients, providing exceptional technical support and customer service. You will assist users in resolving IT issues, troubleshooting hardware and software problems, and ensuring a seamless technology experience. This role is crucial in maintaining our clients' productivity and satisfaction.

This involves coordinating and communicating with clients regarding scheduled dispatches, monitoring the status of dispatched technicians, and providing updates to clients as needed.

Responsibilities:

• Respond to incoming IT service requests and incidents via phone, email, or chat in a timely and professional manner.
• Diagnose and resolve technical issues related to desktops, laptops, printers, software applications, and network connectivity.
• Provide first-level support for hardware and software problems, escalating more complex issues to Tier 2 or Tier 3 support teams as necessary.
• Maintain accurate records of all service requests and incidents in the ticketing system.
• Educate users on basic IT concepts and best practices to minimize recurring issues.
• Collaborate with other IT team members to share knowledge and improve service quality.
• Follow established procedures for problem-solving and request management.
• Assist with the installation and configuration of hardware and software.
• Dispatch service technicians to client sites when on-site support is required.
• Coordinate and communicate with clients regarding scheduled dispatches and service visits.
• Monitor the status of dispatched technicians and provide updates to clients as needed.

Qualifications:

• High school diploma or equivalent; relevant certifications or technical coursework are a plus.
• Strong passion for technology and helping others.
• Excellent customer service and communication skills.
• Proficiency in Microsoft Windows and Office Suite.
• Basic understanding of network and internet technologies.
• Ability to work independently and as part of a team.
• Prior experience in a helpdesk or technical support role is a plus.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are desirable but not required.

Iron Grid Networks is a Georgia-based Managed Services Provider (MSP) delivering dependable, security-focused IT support to small and mid-sized businesses. We specialize in proactive network management, user support, cloud services, and cybersecurity solutions. Our mission is to build strong client relationships through responsive service, clear communication, and technical excellence. We act as a true partner to our clients—solving problems before they start and helping businesses grow with reliable technology.

Company Description

Iron Grid Networks is a Georgia-based Managed Services Provider (MSP) delivering dependable, security-focused IT support to small and mid-sized businesses. We specialize in proactive network management, user support, cloud services, and cybersecurity solutions. Our mission is to build strong client relationships through responsive service, clear communication, and technical excellence. We act as a true partner to our clients—solving problems before they start and helping businesses grow with reliable technology.