Service Desk Technician I

The Service Desk Technician I plays a critical role in delivering client centered Level 1 remote IT support that minimizes downtime and restores services quickly. This role serves as a primary point of contact for client issues, with a strong emphasis on inbound phone support, and directly contributes to client satisfaction and operational efficiency.

In this position, you will troubleshoot common technical issues, follow documented processes, and collaborate with team members to ensure timely resolution or escalation when needed. Your ability to communicate clearly, work efficiently, and understand the client perspective will be key to success., * Receive, classify, and triage inbound incidents and service requests with a strong focus on phone support

• Troubleshoot and resolve Level 1 technical issues to restore client services as quickly as possible
• Document incidents, resolutions, and system changes accurately within ticketing and documentation systems
• Follow standard operating procedures and knowledge base documentation
• Implement low risk, well defined end user changes and requests
• Escalate issues appropriately while collaborating closely with team members and management
• Stay current on relevant technologies through ongoing learning and training

• Minimum of 2 years of professional IT Service Management or Service Desk experience
• High school diploma or GED required; associate degree or higher preferred in Computer Science, Cyber Security, or a related field
• At least one current certification from vendors such as Microsoft, CompTIA, Cisco, or Apple
• Basic experience with Office 365, Google Workspace, Active Directory, Group Policy, and core networking concepts including TCP IP, DNS, and DHCP
• Familiarity with system hardware, operating systems, and end user software troubleshooting
• Strong willingness to learn, manage time effectively, and work efficiently in a fast paced environment
• Professional communication skills with a client focused, team oriented approach and high attention to detail

Preferred Qualifications

• Experience working in a managed services environment
• Exposure to switches, firewalls, cloud platforms such as Azure or AWS, server applications, or voice technologies

At The Intersect Group, we partner with organizations that rely on dependable, secure technology to serve their customers, support their employees, and create positive impact in their communities. Our clients trust us to deliver responsive, high quality IT services that keep their environments running efficiently. We value professionalism, continuous learning, and a service first mindset that builds long term client confidence.