Lead Service Desk Technician: Escalations & Onsite

Velocity1 Technologies, LLC; Madison (AL); On-site; USD 42,000 - 65,000; Full time

Job summary

Velocity1 Technologies, LLC is seeking an Advanced Service Desk Technician to serve as a tier-2 resource for escalated issues, coordinating with vendors and client contacts. This role is frequently deployed in field service environments and may require on-site support.

The ideal candidate has at least 2 years of service desk experience, a high school diploma, and preferred certifications such as CompTIA A+ and Network+.

Qualifications

• High school diploma or better required.
• Minimum 2 years in a service desk or similar role.
• Experience with hardware, networking, and applications.

Responsibilities

• Receive escalation tickets and prioritize the client experience.
• Provide technical support for users via phone, email, remote or onsite.
• Provide high level and detailed support for hardware, networking, and application issues; escalate complex problems to the appropriate groups.
• Create, update, and maintain documentation in the IT system for quick access to time-sensitive information.
• Provide proactive suggestions as technologies evolve.
• Work with team members to prioritize critical issues.
• Collaborate with client contacts to assist with project-related work.
• Provide proactive support based on ticket and support trends.
• Be willing to provide onsite support for clients as needed.

Skills

Communication

Customer Service

Multitasking

Oral Communication

Problem Solving

Education

High School Diploma

CompTIA A+ certification

CompTIA Network+ certification

Job description

Velocity1 Technologies, LLC is seeking an Advanced Service Desk Technician to serve as a tier-2 resource for escalated issues, coordinating with vendors and client contacts. This role is frequently deployed in field service environments and may require on-site support.

The ideal candidate has at least 2 years of service desk experience, a high school diploma, and preferred certifications such as CompTIA A+ and Network+.