What are the responsibilities and job description for the Service Desk Technician position at ZealoTech People?
Summary
The Service Desk Technician handles tech-service requests, logs and prioritizes issues, resolves problems, and escalates when needed. The role supports Windows and Mac systems, peripherals, mobile devices, and applications while ensuring excellent customer service, clear communication, and consistent best practices.
Job Description
- Manage and prioritize incoming tickets across phone, email, and in-person channels.
- Troubleshoot hardware, software, network, and mobile device issues—both remotely and onsite.
- Configure, install, repair, and update computers, mobile devices, and related equipment.
- Maintain system integrity through daily monitoring, patching, and software/firmware updates.
- Handle user access, group policies, and mobile device management.
- Document all issues, fixes, and procedures accurately.
- Support Windows, Mac, and Office-based environments.
- Provide after-hours support on rotation.
- Maintain inventory and asset records.
- Train users and contribute to documentation and process improvements.
Requirements
- Experience with Windows OS, macOS, iOS, Office 365 admin, SCCM, printers, and ticketing systems.
- Strong customer service, communication, troubleshooting, and de-escalation skills.
- Ability to work independently, multitask, and adapt to changing priorities.
- Associate degree or equivalent experience; Microsoft/CompTIA certifications preferred.
- Valid Florida driver’s license.
Salary : $40,000 - $50,000