Hybrid IT Service Desk Pro - First-Line Support

Lyra Technology Group; Columbia (SC); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

Training opportunities

Job summary

Lyra Technology Group in Columbia, SC, is seeking a Service Desk Technician to join one of our operating technical teams. This role serves as the first point of contact for hardware, software, and network issues by phone, email, ticketing system, and in person.

Base compensation is $55,000-$65,000 with a hybrid work model. The ideal candidate is collaborative, organized, and customer-focused, aiming to grow into Tier 2 or more specialized IT roles.

Qualifications

• Working knowledge of Windows and macOS operating systems.
• Solid working knowledge of Microsoft 365 administration.
• Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
• Experience with Active Directory user management.
• Comfort using remote support tools.
• A systematic troubleshooting approach and the ability to research and apply solutions independently.
• Good judgment about when to escalate versus continue troubleshooting.
• Strong written and verbal communication skills.
• Patience and empathy when working with frustrated users, and a professional, customer-service-oriented demeanor.
• Effective time management and prioritization.
• Consistent attendance and punctuality, availability during scheduled core support hours, and willingness to join an on-call rotation if applicable.
• Commitment to IT security policies and to keeping sensitive information confidential.
• Interest in continued learning, including completing assigned training on time and staying current with supported technologies.

Responsibilities

• Respond to incoming support requests via phone, email, the ticketing system, and in person.
• Diagnose and resolve basic hardware issues, including desktops, laptops, printers, and peripherals.
• Administer Microsoft 365 and Entra ID: mailboxes, licensing, security groups, shared resources, and basic Purview/compliance tasks
• Troubleshoot common software problems in standard business applications.
• Handle password resets, account lockouts, and access permission requests.
• Provide basic network connectivity troubleshooting.
• Set up and configure new workstations and equipment for employees.
• Install, update, and maintain standard software applications.
• Create and maintain user accounts in accordance with IT policies.
• Support mobile device setup and troubleshooting.
• Provide training and guidance to users on basic technology functions.
• Identify issues that require escalation to Tier 2 or specialist teams, and follow established escalation procedures and timelines.
• Collaborate with other IT team members to resolve complex issues.
• Participate in knowledge sharing and team meetings.

Skills

Windows

macOS

Microsoft 365

Networking basics

Active Directory

Remote support

Troubleshooting

Communication

Time management

On-call

IT security

Training mindset

Job description

Lyra Technology Group in Columbia, SC, is seeking a Service Desk Technician to join one of our operating technical teams. This role serves as the first point of contact for hardware, software, and network issues by phone, email, ticketing system, and in person.

Base compensation is $55,000-$65,000 with a hybrid work model. The ideal candidate is collaborative, organized, and customer-focused, aiming to grow into Tier 2 or more specialized IT roles.