Service Desk Technician I

We are seeking a Service Desk Technician I to serve as a frontline resource for client support and technical issue resolution. This role is ideal for an early career IT professional who is passionate about technology, enjoys helping people, and is eager to build a successful career within IT support and managed services.

The Service Desk Technician I will provide remote technical support, manage inbound service requests, troubleshoot user issues, and ensure a positive customer experience. This individual will play a critical role in restoring service quickly, documenting support activities, and building client confidence through professional and effective communication.

Key Responsibilities

• Receive, classify, prioritize, and respond to inbound service requests and technical support calls

• Troubleshoot and resolve hardware, software, network, and user related issues in a timely manner

• Document incidents, service requests, resolutions, and system updates accurately within ticketing systems

• Implement routine, low risk technology changes requested by end users

• Escalate complex issues appropriately while collaborating with senior technical team members

• Follow established service management processes and documented support procedures

• Maintain and update technical documentation and support records

• Deliver a professional, client focused support experience during every interaction

• Stay current on emerging technologies and industry best practices through ongoing learning and development

• Minimum of 2 years of professional IT support, service desk, help desk, or IT Service Management experience

• High school diploma or GED required

• Bachelor’’s degree in Computer Science, Cybersecurity, Information Technology, or a related field is highly desirable

• At least one industry certification such as CompTIA, Microsoft, Cisco, Apple, Network+, or a related technology certification

• Basic experience supporting Microsoft 365, Office 365, Google Workspace, or similar cloud productivity platforms

• Basic understanding of networking concepts including TCP/IP, DNS, and DHCP

• Experience supporting desktop hardware, software applications, operating systems, and end user environments

• Basic knowledge of Active Directory and Group Policy administration

• Strong troubleshooting and problem solving skills with the ability to resolve technical issues efficiently

• Excellent verbal and written communication skills with a professional customer service approach

• Strong time management, organization, and ticket management skills

• Ability to work effectively in a fast paced environment while managing multiple priorities

• High attention to detail and commitment to quality service delivery

• Demonstrated willingness to learn new technologies and grow professionally within the IT field

• Team oriented mindset with the ability to collaborate effectively across departments

Preferred Qualifications

• Experience working within a Managed Services Provider environment

• Associate degree or higher in a technology related field

• Experience supporting switches, firewalls, and network infrastructure technologies

• Exposure to Azure, AWS, or other cloud platform environments

• Familiarity with SQL Server, Remote Desktop Services, or server administration concepts

• Knowledge of voice technologies, telecommunications systems, or business phone platforms, If you are a motivated IT professional with strong communication skills, a passion for technology, and a desire to continuously learn and grow, we encourage you to apply. Submit your resume and contact information to The Intersect Group today for immediate consideration.

The Intersect Group is partnering with a growing technology services organization dedicated to helping businesses thrive through reliable IT support, proactive service, and exceptional client experiences. The company is committed to delivering responsive solutions that minimize downtime, improve business operations, and build long term client relationships. Team members are empowered to learn continuously, collaborate effectively, and make a meaningful impact on the success of clients and their organizations.