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# Service Desk Technician L1/L2

- **Company:** Norbeck Technologies Inc
- **Location:** United States (Remote available)
- **Experience:** Starter
- **Salary:** $72,800.0 - $114,400.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Networking Basics, User Administration
- **Published:** June 2, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c2acbd2ab294ebac

## About the Role

Do you have experience in Windows?, * Have 1-3 years of help desk or service desk experience

 * Are comfortable in a PSA-driven environment (ConnectWise, Autotask, HaloPSA, etc.)
 * Can triage and prioritize in real time without getting rattled
 * Know your way around Windows environments, Active Directory/M365 user management, and basic networking
 * Communicate clearly with end users - technical and non-technical alike

Nice to Have

 * CompTIA A+, Network+, or Microsoft certifications
 * Experience in a managed services environment
 * Familiarity with RMM tools (NinjaRMM, Datto, Kaseya, etc.)

## Description

You're the daily heartbeat of client support. You own the ticket queue, work within a clear SLA matrix, and handle the standard changes that keep client environments running - new users, printer mapping, profile fixes, and more. During the first 5-10 business days of a new client's onboarding, you'll also work the hypercare queue, providing elevated, responsive support while they get settled in.
This role is a great fit for a technician who likes variety, moves fast, and takes pride in closing tickets the right way the first time.
What You'll Do

 * Manage the daily ticket queue in the PSA in accordance with SLA targets
 * Perform triage on incoming requests: categorize, prioritize, and route appropriately
 * Execute standard changes: new user setup, printer mapping, profile fixes, password resets, and similar tasks
 * Own the hypercare queue for newly onboarded clients during their first 5-10 business days
 * Escalate tickets to L3 or engineering when warranted - with good notes
 * Document resolutions clearly so the knowledge base stays useful


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