Service Desk Tech

We're looking for a Service Desk Technician to join a busy IT support team providing front-line technical support to end users. This role is a great fit for someone who enjoys helping people, solving technical issues, and working in a fast-paced environment where no two days look the same.

This position supports a large user base and requires someone who can comfortably manage a high volume of support requests while delivering excellent customer service.

What You'll Be Doing

• Handle incoming IT support requests and troubleshoot user issues
• Manage Active Directory tasks such as password resets, account unlocks, and user lookups
• Set up, deploy, and support iPhones and iPads
• Troubleshoot printers, print queues, and printing issues
• Support VPN, WiFi, LTE, and general connectivity concerns
• Assist users with Microsoft Teams, WebEx, and video conferencing issues
• Provide remote support using various support tools
• Deploy and configure hardware for end users
• Manage and update tickets through ServiceNow
• Troubleshoot application access, permissions, and compatibility issues, Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.
• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR may access our policies here.

• Previous IT Help Desk, Service Desk, Desktop Support, or Technical Support experience
• Strong customer service and communication skills
• Experience with Active Directory user administration
• Experience supporting iOS devices
• Familiarity with ServiceNow or similar ticketing systems
• Basic networking and troubleshooting skills
• Ability to stay organized while handling multiple issues throughout the day
• Comfortable supporting both technical and non-technical users
• Ability to lift up to 50 pounds when deploying equipment

Nice to Have

• IT call center experience
• Experience supporting Microsoft Teams and Cisco WebEx
• Hardware deployment experience
• Remote support experience
• Printer administration and troubleshooting experience

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.