Service Desk Technician I

Job Description

Job Description

Service Desk Technician I

About QualityIP: QualityIP is one of the fastest-growing technology companies in the IT support industry. We offer comprehensive IT department services, including Service Desk Support, Cloud Services, Onsite Staffing, Virtual CIO, Procurement, and IT Planning. Our collaborative approach ensures that we provide the best-fit technology solutions to meet our customers' business objectives.

Position Overview: We are looking for a motivated Service Desk Technician I to join our Service Desk team. This is an entry-level technical support position focused on providing responsive, professional support to end users while developing strong troubleshooting and IT service management skills.

The ideal candidate is customer-focused, technically curious, organized, and eager to learn. Technician I team members are expected to take ownership of assigned issues, follow established troubleshooting and escalation processes, communicate clearly with customers, and maintain accurate documentation throughout the lifecycle of a service ticket.

Location Requirement: Candidates must currently reside in the state of Ohio. Remote applicants outside of Ohio will not be considered.

Key Responsibilities:

• Serve as a frontline technical resource for customer support requests received by phone, email, and service ticket.
• Troubleshoot common workstation, software, hardware, printing, Microsoft 365, and connectivity issues.
• Perform password resets, account assistance, and other routine user administration tasks.
• Install, configure, and troubleshoot computers, printers, applications, and peripherals.
• Utilize remote support tools to diagnose and resolve end-user issues.
• Take ownership of assigned service tickets and provide timely updates to customers.
• Accurately document troubleshooting performed, customer communication, resolution, and next steps within the ticketing system.
• Follow established Service Desk procedures, documentation, and escalation paths.
• Recognize when an issue requires escalation and engage the appropriate Technician II, Technician III, Team Lead, or specialty resource through established processes.
• Assist with software deployments, workstation setup, patching, and routine maintenance activities.
• Educate end users on basic IT functions, security awareness, and technology best practices.
• Maintain assigned tickets, schedules, and follow-up responsibilities.
• Participate in ongoing technical training and professional development.

Qualifications and Skills:

• Fundamental understanding of Windows operating systems.
• Basic understanding of computer hardware, software, and networking concepts.
• Familiarity with Microsoft 365 applications is preferred.
• Basic understanding of Active Directory and Windows Server concepts is preferred.
• Familiarity with remote access and remote support technologies.
• Strong technical troubleshooting and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to communicate technical information clearly to non-technical users.
• Ability to follow documented procedures and recognize when escalation is necessary.
• Ability to prioritize and manage multiple support requests.
• Strong attention to detail and documentation.
• Ability to work independently while collaborating effectively with a team.
• High school diploma or equivalent required; degree or technical education in an IT-related field is preferred.
• Previous Service Desk, Help Desk, technical support, internship, or equivalent hands-on experience is preferred.
• CompTIA A+, Network+, Microsoft, or similar entry-level certifications are a plus.

What Success Looks Like: A successful Service Desk Technician I demonstrates strong customer service, follows established processes, maintains accurate ticket documentation, resolves common technical issues independently, and consistently develops the skills necessary to handle increasingly complex support requests.

Cultural Fit: We are a family-owned business that values accountability, professionalism, collaboration, continuous improvement, and individual growth. At QualityIP, your voice is heard.

Benefits:

• Competitive salary with performance-based incentives.
• Medical Mutual Health Insurance with HSA & ancillary benefits.
• John Hancock Retirement Account- SIMPLE IRA with 3% company match.
• Flexible scheduling options.
• Paid Time Off.
• Certification Assistance- 100% reimbursement for approved training, course materials, and testing fees.
• Free company apparel.
• Microsoft Workplace Discount.
• CompTIA content and exam voucher discounts.

Compensation: The salary range provided for this position is based on various factors, including prior employment history, job-related knowledge, education and training, skills, and geographic location. Individual compensation within the range will be determined based on these and other job-related factors.

If you have exceptional organizational skills and thrive in a high-profile team environment, we would love to meet you!