Service Desk Technician

The Service Desk Technician provides advanced end-user support to internal employees via phone, chat, walk-up support, and the ticketing system, resolving complex technical issues and serving as an escalation point for Level 1 technicians. This role requires strong troubleshooting skills, independent problem-solving, and the ability to support systems beyond standard procedures. The ideal candidate brings a strong customer service mindset, experience managing tickets end-to-end within an ITSM platform, and a career path focused on end-user support and service excellence., * Provide advanced end-user support via phone, chat, walk-up support, and the ticketing system

• Manage support tickets end-to-end within an ITSM platform such as ServiceNow, TeamDynamix, or similar tools
• Drive improvements to service desk workflows, escalation paths, and support quality
• Act as a technical resource and mentor for Level 1 and Level 2 technicians
• Lead advanced troubleshooting across hardware, Windows 11 operating systems, Microsoft 365, VPN, and line-of-business applications
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and basic administrative tasks
• Support workstation lifecycle management (imaging, deployment, upgrades)
• Diagnose and resolve network connectivity and printing issues
• Perform user onboarding and offboarding tasks
• Maintain and improve technical documentation and knowledge base articles
• Identify root causes of recurring issues and recommend solutions
• Collaborate with infrastructure, security, and application teams as needed
• Provide guidance and mentoring to Level 1 technicians
• Escalate issues appropriately when they exceed role scope or present broader operational impact

• Associate's or Bachelor's degree in IT or related field, or equivalent experience
• 5+ years of hands-on end-user support experience with progressive troubleshooting and escalation responsibilities
• Proven experience supporting users in onsite environments, including desk-side and walk-up support

Technical Skills

• Strong Windows 11 troubleshooting experience
• Microsoft 365 support and administration (Outlook, Teams, OneDrive, Exchange fundamentals)
• Experience working within ITSM/ticketing tools such as ServiceNow, TeamDynamix, or similar platforms
• VPN and remote access troubleshooting
• Endpoint management tools (Intune, SCCM, or similar)
• Basic networking concepts (DNS, DHCP, TCP/IP)

Behavioral Competencies

• Strong analytical and problem-solving skills
• Ability to work independently within defined responsibilities
• Clear and professional technical communication
• Strong customer service and end-user support mindset
• Team-oriented approach with a passion for helping users and improving support operations

Our 100% employee-owned client, specializing in HVAC and building automation services, has been serving the Southeastern United States for over 75 years. This company supports commercial and industrial HVAC customers and provides effective and efficient solutions to healthcare facilities, educational facilities and data centers. With an annual revenue over $35 Million, this company has continued to grow and partner with customers on new builds, upgrades and solving complex problems while upholding their values of integrity and dependability.