IT Service Desk Technician — Ticket & SLA Expert

ZT Systems; Secaucus (NJ); On-site; USD 52,000 - 66,000; Full time

Job summary

ZT Systems, a Sanmina company, seeks a Service Desk Technician in Secaucus, NJ, to manage enterprise tickets and coordinate with support teams. You will own ticket follow-up, maintain accurate notes, and help drive improvements in incident handling.

The role emphasizes IT support expertise, problem-solving, and strong communication to ensure customer-facing outcomes align with SLA expectations.

Qualifications

• Hardware knowledge and component-level fault understanding, with a focus on enterprise systems.
• Experience in IT support environments and ticket handling processes.
• Ability to communicate clearly and document issues and resolutions.

Responsibilities

• Manage and update customer tickets in the case management system.
• Assign, escalate, and track tickets to ensure SLA adherence.
• Provide feedback and guidance to peers and contribute to process improvements.
• Support field technicians and internal teams as needed.

Skills

Hardware knowledge

IT support experience

Analytical thinking

Strong communication

Team collaboration

Education

Associate degree in IT/CS

Technical certifications (A+/Network+ etc.)

Tools

Microsoft 365

Job description

ZT Systems, a Sanmina company, seeks a Service Desk Technician in Secaucus, NJ, to manage enterprise tickets and coordinate with support teams. You will own ticket follow-up, maintain accurate notes, and help drive improvements in incident handling.

The role emphasizes IT support expertise, problem-solving, and strong communication to ensure customer-facing outcomes align with SLA expectations.