Service Desk Technician I

Are you passionate about technology and helping clients solve problems? AbeTech is looking for a Service Desk Technician I to join our Managed Services team and serve as the first point of contact for our clients' technical support needs.

In this role, you'll provide front-line technical support, troubleshoot hardware and software issues, and help keep our clients' operations running smoothly. You'll manage support tickets from intake through resolution, assist with device and printer support, provide software assistance, maintain accurate documentation, and deliver exceptional client service throughout the support process.

As a Service Desk Technician I, you'll play a key role in maintaining client production environments by resolving routine technical issues, gathering and documenting critical information, communicating effectively with clients, and escalating more complex issues when needed. Success in this role requires strong problem-solving skills, attention to detail, and a commitment to providing responsive, professional support that meets service level expectations.

Deliver Exceptional Client Support

• Serve as the first point of contact for client support requests via phone, email, and ticketing systems.
• Troubleshoot and resolve common issues involving mobile computers, barcode scanners, vehicle-mounted computers, printers, labeling software, and mobile device management (MDM) platforms.
• Provide timely updates and maintain clear communication throughout the support process.
• Take ownership of support requests and drive issues to resolution.

Manage and Prioritize Support Requests

• Review incoming tickets and gather the information needed to diagnose issues effectively.
• Determine the appropriate support path and escalate issues when additional technical expertise is required.
• Monitor ticket queues to ensure service levels and response expectations are met.
• Accurately document troubleshooting steps, updates, and resolutions.

Support Device Deployments and Evaluations

• Assist with device preparation, staging, configuration, and deployment activities.
• Perform basic device evaluations, including connectivity, scanning, touchscreen, and hardware functionality testing.
• Support repair and replacement processes as needed.

Contribute to Team Success

• Collaborate with Tier II technicians by providing detailed troubleshooting information and documentation.
• Participate in ongoing process improvements and knowledge-sharing initiatives.
• Continue developing technical skills through training and hands-on learning opportunities.

Required Skills

• Strong customer service and communication skills.
• Ability to follow documented processes and work instructions.
• Basic technical troubleshooting skills across hardware, software, and mobile device environments.
• Strong attention to detail and documentation practices.
• Ability to effectively prioritize and manage multiple tasks.
• Desire to learn and develop technical expertise.

Preferred Qualifications

• Previous experience in a help desk, service desk, customer support, or technical support role.
• Familiarity with ticketing systems and remote support tools.
• Experience supporting printers, barcode scanners, mobile devices, or enterprise applications is a plus.
• Associate degree in Information Technology or related field, or equivalent work experience.

What Success Looks Like

In this role, you'll:

• Deliver professional, responsive support to clients.
• Meet established service level expectations and response times.
• Maintain accurate ticket documentation and communication.
• Resolve common technical issues efficiently and effectively.
• Provide thorough escalations that help senior technicians quickly move issues toward resolution.

Why Join Us:

• Innovative Environment: Work with cutting-edge technologies and a team of experts dedicated to driving innovation.
• Career Growth: Opportunities for professional development and career advancement within a growing company.
• Client Focused and Fun: We have a strong commitment to doing the right thing for our clients and having a fun time doing it.

Benefits:

AbeTech offers a benefit package, which includes health and dental insurance that can be purchased for you and your dependents. We also have long-term disability, holiday pay, personal time off, life insurance (group and voluntary), flexible spending account for health and dependent care, health savings accounts, and a traditional or Roth matching 401k plan.