Client-Driven IT Service Desk Pro

3RT Networks; West Salem, Northern (WI, KY); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Vision insurance

Life insurance

Flexible spending account

Paid time off

Job summary

3RT Networks seeks a Service Desk Technician to provide friendly, professional support to clients across Windows, Microsoft 365, and network issues. You will handle phone, remote, email, and in-person assistance, documenting steps and time spent.

The role emphasizes ownership of requests, clear client communication, and following escalation procedures. MSP-style benefits and opportunities to grow in IT are included.

Qualifications

• Basic knowledge of computers, Windows OS, and business applications.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Excellent customer service skills and a professional, friendly attitude.
• Ability to explain technical concepts to non-technical users.
• Ability to prioritize and manage multiple service requests.
• Self-motivated with a willingness to learn new technologies.
• Ability to follow established procedures and properly document work.
• Valid driver’s license.

Responsibilities

• Provide friendly and professional technical support to clients by phone, remote tools, email, and in person.
• Troubleshoot and resolve common Windows desktop/server, hardware, software, and Microsoft 365 issues.
• Assist with user account administration across Microsoft 365 and Active Directory environments.
• Perform basic network troubleshooting for wired, wireless, VPN, and Internet connectivity issues.
• Create, update, and manage service tickets with clear documentation of troubleshooting steps and time spent.
• Take ownership of assigned service requests and keep clients informed of status and next steps.
• Prioritize service requests based on urgency, impact, and SLAs.
• Research unfamiliar issues using internal docs and vendor resources.
• Escalate issues with complete troubleshooting information to the appropriate resource.
• Maintain and update client and technical documentation as needed.
• Participate in onsite client support visits and rotating after-hours on-call schedule.
• Work independently while collaborating with the Service Desk and technical teams.

Skills

Customer service

Troubleshooting

Communication

Documentation

Prioritization

Self-motivation

Procedural follow-through

Windows basics

Technical curiosity

Driver's license

Education

Industry certifications or equivalent training

Tools

PSA

RMM

Remote-support tools

Job description

3RT Networks seeks a Service Desk Technician to provide friendly, professional support to clients across Windows, Microsoft 365, and network issues. You will handle phone, remote, email, and in-person assistance, documenting steps and time spent.

The role emphasizes ownership of requests, clear client communication, and following escalation procedures. MSP-style benefits and opportunities to grow in IT are included.