About this role
Role Overview
- Respond to incoming phone calls, emails, and chat messages requesting technical support
- Log all service desk interactions in the ticketing system
- Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
- Resolve technical issues when possible and escalate when necessary
- Ensure timely and accurate resolution of all service desk requests
- Conduct follow‑up with customers or employees to ensure satisfaction
- Continuously improve technical skills through training, certifications, and self‑directed learning
- Participate in special projects as assigned
Requirements
- High school diploma or equivalent required
- Associate or bachelor’s degree in computer science or related field preferred
- Relevant certifications (or pursuing):
- HDI Support Center Analyst (HDI‑SCA)
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals
- 1–2 years of experience in a technical support role, preferably in a service desk environment
- Strong customer service skills with the ability to explain technical information to non‑technical users
- Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
- Knowledge of ITIL or similar frameworks is a plus
- Ability to work independently and as part of a team
- Excellent problem‑solving and analytical abilities
- Ability to manage multiple tasks and prioritize effectively
Benefits
- Medical, dental, and vision coverage
- Life insurance
- 401(k) with company match
- “You Pick a Day” paid holiday
- FSA and HSA options
- Pet insurance
- Additional benefits available