IT Service Desk Technician I — Fast, Friendly Support

Keystone Solutions, LLC; Cleveland (TN); Presencial; USD 42 000 - 66 000; Tempo integral

Resumo da oferta

Keystone Solutions, LLC is seeking a Service Desk Technician to be the first point of contact for end-users, providing timely and effective support to minimize downtime. You will log, triage, and resolve incidents using established procedures, and communicate clearly with non-technical users.

This role emphasizes incident management, service request fulfillment, knowledge sharing, and hardware/software support across Windows and macOS environments, with opportunities to grow through new

Qualificações

• Associate degree or equivalent IT experience.
• 1–2 years of experience in a help desk or technical support role.
• Strong understanding of hardware, software, networking, and operating systems.
• Proficiency with ticketing systems (ServiceNow, Jira Service Management, Zendesk).
• Excellent communication, interpersonal, and customer service skills.

Responsabilidades

• Log, prioritize, and resolve incidents and service requests.
• Perform initial troubleshooting for common hardware, software, and network issues.
• Escalate complex issues to Level 2 or specialized teams as needed.
• Monitor incident queues and respond within SLAs.
• Provide clear updates to end-users about status and resolution.
• Support password resets, account unlocks, software installations, and hardware setups.
• Contribute to knowledge base articles and troubleshooting guides.

Conhecimentos

Troubleshooting

Customer service

Communication

Teamwork

Prioritization

Analytical thinking

Formação académica

Associate's degree in Information Technology or related field

Ferramentas

ServiceNow

Jira Service Management

Zendesk

Descrição da oferta de emprego

Keystone Solutions, LLC is seeking a Service Desk Technician to be the first point of contact for end-users, providing timely and effective support to minimize downtime. You will log, triage, and resolve incidents using established procedures, and communicate clearly with non-technical users.

This role emphasizes incident management, service request fulfillment, knowledge sharing, and hardware/software support across Windows and macOS environments, with opportunities to grow through new