What are the responsibilities and job description for the Service Desk Technician I position at Pique Technologies LLC?
Department: Managed Services – Service Desk
Reports To: Service Desk Manager
Location: Remote/On-Site (~15% travel required)
Employment Type: Full-Time
The Service Desk Technician I is an entry-level role responsible for providing reactive technical support to end users across our hospitality-focused client base. This position requires strong customer service skills, a friendly demeanor, and the ability to communicate clearly while troubleshooting issues over the phone and through our ticketing system. The ideal candidate has foundational IT knowledge, previous service desk experience, and preferably experience working at a hotel front desk or customer-facing hospitality role.
- Provide first-line technical support for Windows, macOS, and general workstation OS issues.
- Assist users with common application issues, including Microsoft 365, Google Workspace, and industry-specific hospitality software.
- Resolve password, MFA, email, printing, network connectivity, and workstation performance issues.
- Answer incoming support calls with a professional, patient, and customer-first mindset.
- Support and troubleshoot Google Workspace and Microsoft 365, including mailbox access, user provisioning, password resets, and basic administrative tasks.
- Assist with file access issues, collaboration tools, and SaaS application connectivity.
- Provide first-level support for RMM, MDR, EDR, and antivirus systems under supervision.
- Support MDM-enrolled devices for iOS, macOS, and Android including profiles, app deployments, and connectivity issues.
- Monitor basic alerts related to server and workstation backups.
- Perform first-level troubleshooting or escalate to Network Operations when required.
- Create, update, and manage tickets in the service desk platform to ensure accurate documentation.
- Communicate proactively with end users regarding ticket status, troubleshooting steps, and resolution timelines.
- Escalate issues to senior technicians or Network Operations when outside the scope of Tier I responsibilities.
- Travel up to 15% to support onsite onboarding efforts for new client properties.
- Assist with basic workstation setup, deployment of company technology stack, and end-user orientation.
- General IT knowledge, including basic understanding of networks, operating systems, and cloud applications.
- Strong customer service orientation with excellent verbal communication skills.
- Willingness to answer phones consistently and support end users remotely.
- Ability to follow documented procedures and escalate appropriately.
- Must be able to lift to 50Lbs, including laptop/desktop computers, servers and printers. On rare occasions, heavier equipment (large printers, servers, or desks) may need to be moved and require a team lift.
- In our growing organization, we often have changing priorities, and candidates should be comfortable with a variety of tasks.
- Friendly, patient, and professional demeanor.
- Have a valid Illinois Driver’s license and a clean record
- Previous IT service desk or help desk experience.
- Experience in hospitality operations, particularly hotel front desk, front office, or customer-facing roles.
- Familiarity with Windows, macOS, iOS, and Android operating systems.
- Basic understanding of M365, Google Workspace, and mobile device management (MDM) concepts.
- Customer-first mindset
- Strong problem-solving skills
- Ability to work in a fast-paced environment
- Clear and confident communication
- Team-oriented attitude
- Willingness to learn and grow within the organization
Please email resumes and job inquiries to: jobs at piquetechnologies.com