IT Service Desk Technician

This role reports to the End User Services manager. This is not a remote position; onsite support is required.

Responsibilities also include on-site and remote technical support to keep our employees productive and our

information secure. This role is expected to provide excellent customer service while taking responsibility for

assisting users in solving their day-to-day support issues and determining root cause.

Responsibilities

• Serve as an escalation point for Level 1 technicians, resolving hardware, software, and network issues of

moderate complexity that have been escalated from the front line.

• Mentor and coach Level 1 technicians — sharing knowledge, reviewing tickets, and helping them build

troubleshooting skills.

• Recognize when an issue exceeds Level 2 scope and escalate to senior staff, engineering, or vendors with

clear, well-documented handoffs.

• Take ownership of end-user service requests and manage them through resolution, meeting defined

priorities and SLAs.

• Respond to queries and service requests through the ticketing system according to established priorities and

policies.

• Provide onsite and remote support for end users across multiple work settings and environments.

• Troubleshoot, install, and configure hardware and peripherals such as desktops, laptops, monitors, printers,

disk drives, and scanners.

• Install and configure software, apply upgrades and patches, and resolve related problems.

• Support and troubleshoot mobile devices (iOS and Android) within the organization’s MDM platform.

• Administer Microsoft 365 (user/license management, Exchange Online, SharePoint/Teams) and assist with

Entra ID (Azure AD) tasks.

• Set up and support A/V and conferencing equipment for meetings, training, and Microsoft Teams Rooms.

• Provide attentive support to executive and senior staff, maintaining composure under pressure.

• Perform IT asset tasks — deployment, tracking, maintenance, and decommissioning — following

established lifecycle processes.

• Create and maintain IT documentation, including knowledge-base articles that help Level 1 resolve issues

• 3–5 years in a technical support or service desk role, with demonstrated experience handling escalated

(Level 2) tickets

• Experience mentoring, coaching, or serving as an escalation point for junior (Level 1) technicians.

• Experience supporting executive or senior leadership (preferred)

• Keen attention to detail, with consistent follow-through and follow-up on open issues.

• High degree of customer service focus and strong communication skills.

• Proven ability to troubleshoot and resolve hardware, software, and network issues of moderate complexity,

and to recognize when an issue should be escalated to senior staff or engineering.

• Ability to present technical information in understandable form for non-technical recipients.

• Working knowledge of Microsoft 365 administration (user/license management, Exchange Online,

SharePoint/Teams) and strong familiarity with Entra ID (Azure AD).

• Experience in an ITSM environment.

• Experience troubleshooting mobile devices (iOS and Android) and administering an MDM platform

Blackstone Talent Group, an award-winning technology consulting and talent agency is seeking a IT Service Desk Technician to join our Client’s team., Blackstone Talent Group is a wholly owned subsidiary of Blackstone Technology Group, a global IT services and software firm that implements technological solutions across commercial industry verticals and the US Federal Government. Blackstone’s global talent augmentation practice was founded in 1998. Blackstone Talent Group has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in providing clients the best talent across a variety of industries and sectors.