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# IT Service Desk Technician

- **Company:** Northwinds Technology Solutions LLC
- **Location:** Roanoke, VA, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Software Applications, Microsoft Office, Diagnostic Tools, Peripherals, Information Technology, Server Operating Systems & Platforms
- **Published:** June 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=22dcccc1b0f9c282

## About the Role

Do you have experience in Windows?, Do you have a Associate's degree?, Preferred

 * 1 year(s): Proficiency in supporting Microsoft Office and other standard desktop applications.
 * 1 year(s): Hands-on experience with desktop and server operating systems, including Windows OS.
 * 1 year(s): 1+ year of experience providing IT support and troubleshooting end-user issues with a strong focus on customer service., Preferred
 * Associates or better in Information Technology or related field

## Description

The IT Service Desk Technician plays a critical role in ensuring smooth technology operations for our end users. You will be the first point of contact for technical support, providing timely and effective solutions to help employees accomplish their business tasks while providing legendary customer service. This position involves troubleshooting, problem resolution, and hands-on support at the desktop level., * Respond to incoming help requests via phone and email in a professional and courteous manner.

 * Document all relevant details, including user information, department, and nature of the issue.
 * Build rapport with users and gather detailed information to diagnose problems effectively.
 * Prioritize and manage support tickets; escalate issues to appropriate resources when necessary.
 * Track and document the entire problem-solving process from initial report to resolution.
 * Utilize diagnostic tools and online resources to troubleshoot and resolve issues.
 * Install, configure, and upgrade hardware and software at the desktop level.
 * Perform preventative maintenance on workstations, printers, and peripherals.
 * Test and verify fixes to ensure complete resolution.
 * Conduct post-resolution follow-ups and provide user education when needed.
 * Analyze trends and recommend proactive solutions to prevent recurring issues.
 * Develop user-friendly documentation, including help sheets and FAQs.
 * Participate in an on-call rotation to provide after-hours support as needed.


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