Service Desk Technician

Our client is seeking a Service Desk Technician (Tier 1) to provide frontline technical support for faculty, staff, students, alumni, and affiliates during a temporary backfill assignment. This individual will serve as the first point of contact for IT-related questions, incidents, and service requests, delivering exceptional customer service while troubleshooting a wide variety of hardware, software, networking, and account-related issues.

The ideal candidate is customer-focused, enjoys solving technical problems, communicates effectively, and thrives in a fast-paced service desk environment. This role is perfect for an entry-level IT professional looking to build experience supporting enterprise users across Windows and Mac environments.

Day-to-Day Responsibilities

• Serve as the primary point of contact for IT support requests received via phone, email, chat, and occasional walk-up support.
• Troubleshoot and resolve Tier 1 technical issues related to hardware, software, email, connectivity, passwords, and user accounts.
• Document, track, and manage incidents through the ticketing system while maintaining ownership until resolution.
• Provide timely updates and clear communication to users throughout the support process.
• Escalate complex issues to Tier 2 teams or specialized support groups when necessary.
• Support Windows and macOS desktops, laptops, printers, mobile devices, and other endpoint technologies.
• Assist users with VPN connectivity, Wi-Fi, Microsoft applications, email, and basic networking issues.
• Contribute to the knowledge base by documenting solutions and following established support procedures.
• Deliver outstanding customer service by setting expectations, confirming issue resolution, and ensuring user satisfaction.
• Collaborate with fellow Service Desk team members to maintain service levels and support daily operations.

• Bachelor’’s degree or equivalent combination of education and experience.
• 0-2 years of IT Help Desk, Desktop Support, or Technical Support experience.
• Experience providing customer support via phone, email, chat, or in-person.
• Working knowledge of Windows and macOS operating systems.

• Basic understanding of:

• TCP/IP networking
• VPN connectivity
• Wi-Fi troubleshooting
• Email and Microsoft Office applications

Familiarity with desktop hardware including laptops, desktops, printers, and mobile devices.

Strong troubleshooting and problem-solving skills.

Excellent verbal and written communication skills with a customer-first mindset.

Ability to multitask and prioritize in a fast-paced support environment.

Strong documentation skills and attention to detail.

Ability to type approximately 35 WPM accurately.

Nice-to-Have Qualifications

• 1+ year of Service Desk or Desktop Support experience supporting internal users.
• Experience with enterprise ticketing systems (ServiceNow, Jira, Remedy, etc.).
• Experience troubleshooting identity management, authentication, or password-related issues.
• CompTIA A+ and/or Network+ certification.
• Experience supporting both Windows and Mac environments in an enterprise setting.
• Previous experience working in higher education, healthcare, or another large enterprise environment.
• Familiarity with Knowledge Management documentation and ITIL support processes., The ideal candidate is an enthusiastic IT professional who enjoys helping users solve technical problems and providing exceptional customer service. They are patient, detail-oriented, eager to learn, and capable of handling multiple support requests while maintaining professionalism and a positive attitude. This person takes ownership of issues from start to finish and works well both independently and collaboratively within a Service Desk team.