Service Desk Technician I

The Service Desk Technician I is an entry-level position responsible for handling first-level support of service requests in a professional and timely manner. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.

What You'll Do:

· Provide support relating to technical issues involving Valor Technologies' and client's core business applications and operating systems

· Basic technical support for network components: WAN and LAN connectivity, home internet firewalls and security profile maintenance

· Basic implementation and support for VPN, remote access applications, etc.

· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly via service tickets

· Maintain client system documentation

· Communicate with clients as required, keeping them informed of incident progress, impending changes and agreed upon outages

· Maintain a consistent sense of urgency and professionalism to ensure outstanding customer satisfaction

· Consistently exhibit a sense of urgency with regards to customer requests

· Work in a team and communicate effectively

· Work with the Service Delivery Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently

· Escalate service requests that require additional expertise to higher-level service desk support

· Responsible for entering time and expenses in Valor Technologies' PSA system as they occur

· Understand business processes and complete work following company guidelines

· Enter all work as service tickets in Valor Technologies' ticketing system

· Identify client and service delivery areas of improvement

· Assist in client solution and service delivery team deployments

· Other tasks as assigned

· Participate in an on-call rotation

Do you have experience in macOS?, Do you have a High school diploma or GED?, · High school diploma

· One (1) year of IT or related experience, or actively pursuing an associate's or bachelor's degree in a related field

· Computer or network security certifications/courses taken into consideration

Preferred Skills:

· Experience with PSA software

· Competent understanding of current Windows and Mac workstation operating systems, business applications and accessories

· Competent understanding of current Android and Apple mobile operating systems and basic troubleshooting

· Demonstrated technical problem-solving skills

· Ability to multitask and adapt to changes quickly

· Ability to match resources to technical issues appropriately

· Service awareness of the organization's key services for which support is being provided

· Understanding of IT support tools, techniques and how technology is used to provide services

· Self-motivated with the ability to work in a fast-paced environment

· Perceived capacity to exude personal credibility and professional integrity

· Maintain a positive attitude in all situations

· Ability to self-start, work independently and achieve a high standard to meet multiple deadlines

· Explicitly proficient communicator

· Work effectively with staff in a team-oriented environment

· Adept in developing and maintaining strong relationships with management, staff, vendors and clients

· Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy

· A strong intellectual curiosity and a "whatever it takes" attitude when approaching unknown or complex technical challenges

Pulled from the full job description

• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, · Health, dental and vision insurance

· 401(k) with company match

· Health Savings Account (HSA)

· Company-sponsored training and certification courses

· Paid time off for employees to volunteer at a nonprofit or community cause of their choice

ValorTech is a veteran-owned Managed Security Services Provider (MSSP) founded in 2017. We deliver enterprise-grade cybersecurity and managed IT solutions to organizations across Wisconsin and the greater Midwest. As a SOC 2 Type II compliance provider, we are committed to the highest standards of security, reliability and data protection. Our veteran roots shape our culture of discipline, integrity and mission focus-values that carry through in how we protect and support our clients. We take pride in not only safeguarding organizations against evolving cyber threats, but also in building long-term partnerships that help them grow securely and confidently. A four-time consecutive winner of Milwaukee Business Journal's Best Places to Work, we foster a team-first environment where innovation, professional growth and client success thrive. This balance of technical excellence and people-first values makes us a trusted partner for businesses looking to strengthen their security posture while working with a team that truly cares.