What are the responsibilities and job description for the Service Desk Technician L1/L2 position at Norbeck Technologies Inc?
Service Desk Technician (L1/L2)
Job Type: Part-Time (will grow to full-time)
About the Role
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
You're a Great Fit If You
- 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.)
This is a remote position.
Salary : $35 - $55