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# Service Desk Technician 1

- **Company:** The Baldwin Group
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Software Deployment, Software Engineering
- **Published:** October 27, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d2f34c333c4cfcd7

## About the Role

* Minimum of High school diploma or equivalent; Associate's degree in IT-related field preferred.
 * No specific work experience required, but some exposure to basic IT concepts and troubleshooting is beneficial; 1 year of experience in a customer service or IT support role preferred.
 * No certifications required; CompTIA A+ or similar entry-level IT certification preferred.

## Description

* Respond to incoming support requests via phone, email, or support portal.
 * Gather information to understand the nature of the problem.
 * Troubleshoot and resolve basic hardware and software issues.
 * Assist with password resets, account access, and software installations.
 * Create and maintain accurate records of support requests and solutions in a ticketing system.
 * Ensure all necessary details, including issue description and resolution steps, are properly documented.
 * Identify issues that require higher-level expertise and escalate them to senior technicians or specialists.
 * Provide comprehensive information to aid in issue escalation and resolution.
 * Adhere to established IT procedures and protocols for issue resolution.
 * Stay informed about IT policies and updates to provide accurate guidance to colleagues.
 * Maintain a professional and courteous demeanor in all interactions with colleagues.
 * Ensure colleagues are informed about the status of their support requests and understand the resolution process., * Ability to handle sensitive data in accordance with industry-specific requirements.
 * Ability to provide industry-specific solutions and recommendations.
 * Ability to translate technical jargon into understandable language for non-technical colleagues.
 * Ability to align IT support with business objectives and priorities.