Service Desk Technician

The Service Desk Technician serves as the first point of contact for end users requiring technical assistance and support. This role is responsible for delivering high-quality customer service by receiving, documenting, troubleshooting, and resolving IT incidents and service requests through multiple support channels, including phone, email, chat, and the organization's IT Service Management (ITSM) platform.

Working within an ITIL-based service management environment, the Service Desk Technician provides timely first-level technical support, performs initial incident diagnosis, and ensures accurate documentation and escalation of issues when necessary. The technician plays a critical role in delivering an exceptional customer experience while meeting established Service Level Agreements (SLAs) and operational performance metrics.

Primary Responsibilities

Customer Support & Incident Management

• Serve as the primary point of contact for end users seeking technical assistance via phone, email, chat, and the ServiceNow ITSM platform.
• Provide professional, courteous, and timely customer service while resolving incidents and fulfilling service requests utilizing CCaaS platform.
• Perform first-level diagnosis, troubleshooting, and resolution of hardware, software, account, and access-related issues.
• Resolve incidents at first contact whenever possible, utilizing established knowledge articles, documented procedures, and troubleshooting guides.
• Escalate unresolved or complex incidents to the appropriate support teams while ensuring complete documentation and seamless handoff.

Ticket Management

• Accurately log, categorize, prioritize, and track incidents and service requests within the ITSM platform.
• Document troubleshooting activities, customer interactions, root causes, and resolution details to support knowledge sharing and reporting.
• Monitor assigned tickets to ensure timely resolution in accordance with established SLAs and operational procedures.

Remote Support

• Utilize approved remote support tools to diagnose and resolve technical issues.
• Guide users through troubleshooting steps while maintaining clear and effective communication.
• Verify issue resolution and customer satisfaction before closing support requests.

Knowledge Management & Process Improvement

• Contribute to the maintenance and continuous improvement of the Service Desk knowledge base.
• Identify recurring issues and recommend updates to documentation, knowledge articles, and support procedures.
• Participate in process improvement initiatives that enhance service quality, operational efficiency, and the end-user experience.

Service Performance

• Meet or exceed established service metrics, including response times, resolution times, customer satisfaction, and quality standards.
• Support continuous improvement initiatives through adherence to ITIL service management practices and organizational policies.
• Maintain regular attendance and scheduling flexibility to support operational requirements.

Minimum Qualifications

Education

• Associate's degree in Computer Science, Information Systems, Information Technology, or a related field; or an equivalent combination of education and professional experience.
• High School diploma or equivalent will be considered when supplemented with relevant industry certifications.

Experience

• Minimum of three (3) years of experience providing IT technical support, Service Desk, Help Desk, or End User Support services.
• Demonstrated experience delivering customer-focused technical support in a fast-paced enterprise environment.

 Preferred Certifications

• CompTIA A+
• ITIL® Foundation Certification
• HDI Support Center Analyst (HDI-SCA)
• HDI Customer Service Representative (HDI-CSR)
• Microsoft or other industry-recognized desktop support certifications

Preferred Qualifications

• Experience supporting enterprise Service Desk or Managed Services environments.
• Familiarity with ITIL service management processes, including Incident Management, Request Fulfillment, Knowledge Management, and Problem Management.
• Experience supporting remote users through enterprise remote support tools.
• Knowledge of Active Directory, Microsoft Entra ID (Azure AD), account administration, and identity management processes. 

Background Requirements

• Must successfully complete all required background investigations, including fingerprint-based criminal history screening, in accordance with client security requirements.