Service Desk Technician

Job Title: Service Desk Technician

Job Summary

The Service Desk Technician I serves as the first point of contact for IT incidents and service requests, with an expanded focus on shift-left support, automation utilization, and proactive issue resolution. This role is responsible for resolving a higher volume of incidents at first contact by leveraging advanced troubleshooting techniques, knowledge-centered support (KCS), and automation tools.

Key Responsibilities

·Serve as the primary point of contact for all IT support requests via phone, chat, email, and self-service portals

·Perform advanced first-level troubleshooting across endpoints, applications, and access management

·Resolve a broader range of issues at Tier 1 through shift-left practices, minimizing escalations to Tier 2

·Utilize and execute automation tools for routine tasks (e.g., account unlocks, software installs, device remediation)

·Identify repeat issues and contribute to automation opportunities and process improvements

·Create, update, and maintain knowledge base articles following Knowledge-Centered Service (KCS) practices

·Actively promote and guide users toward self-service capabilities and automation tools

·Monitor ticket queues and proactively address aging tickets to maintain SLA/SLO compliance

·Ensure accurate, detailed, and standardized documentation of all incidents and requests

·Collaborate with Tier 2/3 teams to refine troubleshooting steps and reduce future escalations

·Participate in continuous improvement initiatives, including problem management and root cause analysis

·Provide high-quality customer service with clear communication and expectation setting

Required Qualifications

·1–3 years of experience in a service desk or technical support role

·Strong working knowledge of:

o Windows OS and endpoint environments

o Microsoft 365 / cloud-based collaboration tools

o Active Directory / identity and access management

·Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy)

·Demonstrated ability to troubleshoot beyond basic scripts and resolve issues independently

·Strong written and verbal communication skills

Preferred Qualifications

·Industry certifications (e.g., CompTIA A , HDI Support Center Analyst, ITIL Foundation)

·Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)

·Familiarity with endpoint management tools (e.g., Intune, SCCM, JAMF)

·Exposure to remote monitoring and management (RMM) tools

·Experience in a Knowledge-Centered Service (KCS) environment