Service Desk Technician 1

Overview

We are seeking a Level 1 Service Desk Technician to provide technical support and assistance to our employees in resolving hardware and software issues. As a frontline support representative, you will be responsible for diagnosing, troubleshooting, and resolving technical problems via phone, email, or remote assistance tools. The ideal candidate will possess excellent communication skills, technical aptitude, and a passion for helping others.

Responsibilities

Provide first-level technical support to end-users via phone, email, or remote assistance tools.
Install, configure, and maintain software applications and operating systems.
Issue, replace, update, and document hardware/software systems.
Evaluate desktop applications/software patches.
Maintain hardware/software inventory and assist in IT asset management.
Diagnose and troubleshoot hardware, software, and network issues.
Walk end-users through step-by-step solutions and provide clear instructions.
Escalate unresolved issues to Level 2 or Level 3 support teams as necessary.
Perform routine maintenance tasks such as updates, patches, and system backups.
Document technical issues, resolutions, and troubleshooting steps in the helpdesk ticketing system.
Ensure timely resolution of support tickets and meet service level agreements (SLAs).
Work with vendor support contacts to resolve technical issues.
Provide introductory training and support on new hardware and software to end-users.
Assist with user account management, password resets, and access permissions.
Collaborate with other IT staff to identify and implement process improvements.

Requirements

1-3 years of experience as a service desk technician for a US-based client.
A degree in computer science, Information Technology, or a related ﬁeld.
Relevant certifications (e.g., CompTIA A+, Network+, Security+, Modern Desktop Administrator) are a plus.
Proven experience in a customer service or technical support role.
Strong knowledge of Microsoft Windows operating systems and Office 365 applications.
Familiarity with basic networking concepts and troubleshooting techniques.
Excellent English verbal and written communication skills.
Ability to work independently and prioritize tasks effectively.
Patience, empathy, and a customer-oriented mindset.
Willingness to learn and adapt to new technologies and processes.
Experience with remote support tools (e.g., Bomgar, Remote Desktop) is a plus.

Work Hours

ShoreXtra Benefits and Perks

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