Service Desk Technician Overview • The Service Desk Technician provides exceptional technical support to managed services clients remotely and onsite. • This role involves troubleshooting, resolving Tier 1/1.5 issues, and escalating complex problems effectively. • Collaborate with diverse client environments, ensuring outstanding customer experiences and technical solutions. • Engage in hybrid work, combining remote tasks with onsite client visits within the NY/NJ metro area. • Support data center operations, including equipment handling, installations, and maintaining a professional environment. • Develop skills in organizational operations, customer satisfaction, and advanced technical troubleshooting. • Maintain clear communication and documentation practices to ensure efficient ticket management and resolution. • Participate in an on-call rotation to address off-hours and weekend support needs. Service Desk Technician Key Responsibilities & Duties • Answer inbound support calls and promptly respond to service requests. • Triage client issues to determine urgency and accurately diagnose problems. • Resolve Tier 1/1.5 issues efficiently while maintaining client expectations. • Escalate complex issues to senior engineers with thorough documentation. • Engage in professional communication with clients via email and calls. • Assist with equipment shipping, installation, and maintenance tasks. • Provide onsite support for client locations and data center operations. • Maintain a clean and professional environment in the network operations center. • Contribute to a collaborative team environment, sharing expertise and supporting colleagues. Service Desk Technician Job Requirements • Bachelor’s degree preferred; equivalent technical certifications or experience acceptable. • Minimum 1 year of desktop support experience; MSP experience preferred. • Proficiency in Windows desktop operating systems and Microsoft Office suite. • Experience with PSA systems, RMM tools, and documentation platforms. • Basic knowledge of networking, Windows Server administration, and Active Directory. • Valid driver’s license and ability to travel within the NY/NJ metro area. • Capability to lift and install equipment up to 50 pounds. • Participation in after-hours on-call rotation for support needs. • Strong analytical, troubleshooting, and organizational skills.