11.05.2025 Service Desk Technician

Transitional Technologies Inc; Crestwood (KY); On-site; USD 40,000 - 60,000; Full time

Job summary

Transitional Technologies Inc in Crestwood, KY is hiring a Service Desk Technician for an in-office position. The role involves providing exceptional customer support through proactive network management, problem-solving, and effective communication. Candidates will maintain user uptime and ensure a positive computing experience while working remotely.

Successful applicants will have strong technical support experience, a relevant degree, and a deep commitment to customer service. Join a team where your skills can shine and where there's a passionate dedication to continuous learning.

Qualifications

• Must have a minimum of three years technical support experience.
• Excellent knowledge of supported software and technologies required.
• Passion for teamwork and exceptional customer service is essential.

Responsibilities

• Perform technical triage on inbound customer requests.
• Troubleshoot network, equipment and service-related problems.
• Travel to customer locations as needed.

Skills

Technical support experience

Customer service

Problem solving

Interpersonal skills

Detail-oriented

Education

Associates or Bachelor's Degree

Tools

Remote Monitoring and Management (RMM)

Professional Services Automation (PSA)

Job description

Service Desk Technician: IN-OFFICE POSITION IN CRESTWOOD KY (JUST NORTH OF LOUISVILLE KY)

Full Time / Part Time, Employee Relevant Work Experience: 1-10+ Years Career Level: Experienced (Non-Manager)

Transitional Technologies, in business since 2003, is hiring a Service Desk Technician to service, support and interact with our clients by way of providing pro‑active network management and services. Transitional Technologies will consider hiring only the ultimate team player and well‑rounded individual.

Transitional Technologies is located in Louisville, KY and serves clients in the Louisville Metro region. Most of the work we do is remote, so you won’t be driving all over the place unless things get very, very ugly.

Service Desk Technician Role Description: All positions for the Service Desk require drive and determination to help us support our client base. We are looking for an individual who is a problem‑solver and has a proven track record of working within a team environment to successfully address challenging user computing issues and is accustomed to leveraging technical training opportunities to improve their skills.

Our Service Desk is responsible for maintaining user up time and improving users’ computing experiences through effective remote monitoring, maintenance and problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This piece of the position requires dedication, persistence, follow‑up, effective utilization of provided resources and unbeatable, super‑hero movie‑caliber customer service.

Job duties include utilizing our remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service‑specific tools and technologies to deliver remote user support services and update service request information, answer technical support calls, assign ticket severity, prioritize work accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Overall relationship management and the ability to coordinate required resources to respond to complex IT requirements are desired. Other requirements include participating in ongoing training and attainment of manufacturer certifications, developing and maintaining relationships with user and vendor contacts, and preparing and presenting service and monitoring reports to management regularly.

Minimum Requirements:

• Associates or Bachelor’s Degree or relevant experience/certifications.
• Minimum three years technical support experience, preferably delivering services in the SMB (small to midsize business) market
• Excellent knowledge of our supported software and technologies (PSA and RMM familiarity)
• Superior documentation and writing capabilities (good way to show this would be your cover letter)
• Strong interpersonal skills required to effectively communicate with customers, staff and vendors
• Passion for teamwork, problem solving and exceptional customer service
• Must be well‑spoken, organized, detail‑oriented, dependable and flexible
• Valid driver’s license and proof of insurance
• Background check and drug screen required
• Reliable transportation
• Have a great sense of humor and capable of having fun

This Position Entails:

1. To perform technical triage on inbound customer requests.
2. Receive and stage computer equipment for deployments.
3. Travel to customer locations as needed.
4. The ability to learn quickly and adapt to changing requirements, in fact, things change so fast around here it’s best that you LOVE being challenged by change.
5. Planning, coordinating, directing and supervising ongoing projects to insure completion within scope, timeline and budget.
6. Troubleshooting network, equipment and service‑related problems with remote control technologies. Now that I think on this though, if you can do this from your living room, well, that’s a plus.
7. An unshakable, ravenous desire to AGGRESSIVELY expand your knowledge. Expect to obtain multiple vendor certifications within your first 90 days of employment (training materials and mentoring provided), and that’s just the warmup!
8. Analyzing remote monitoring reports to identify capacity and performance issues and remediate them.
9. A passion for creating a memorable customer service experience. If you had a lemonade stand as a child and out‑earned that snot‑nosed kid across the street because you were offering a unique lemonade buying experience by way of perhaps car side service or complementary napkin or cookie, you’re probably in the right ballpark.
10. The ability to help the team manage, maintain, troubleshoot and support our users’ networks, equipment, software and services.