Remote IT Service Desk Technician - Level 1 Support

The Intersect Group; Fort Wayne (IN); Remote; USD 38,000 - 48,000; Full time

Job summary

The Intersect Group is seeking a Service Desk Technician to provide professional Level 1 remote support for clients. You will diagnose and resolve common IT incidents and service requests, while maintaining clear communication and documentation.

Ideal candidates have a high school diploma or GED, 2+ years in ITSM, and at least one industry certification. Growth opportunities exist across Microsoft technologies, networking, and IT service management.

Qualifications

• High school diploma or GED required.
• 2 years of professional ITSM experience.
• At least one industry-recognized certification (CompTIA, Microsoft, Apple).
• Intermediate experience with hardware, software, and operating systems.
• Knowledge of Active Directory and Group Policy.

Responsibilities

• Provide Level 1 remote technical support with a strong emphasis on inbound phone support.
• Receive, classify, prioritize, and triage incidents and basic service requests.
• Troubleshoot and resolve technical issues quickly and effectively.
• Provide professional, friendly, and knowledgeable support with a client-focused approach.
• Follow SOPs and maintain Knowledge Management System documentation.
• Escalate complex or unresolved issues to appropriate teams or management.
• Maintain accurate ticket documentation and system records.
• Communicate effectively with users and internal teams during troubleshooting.
• Work collaboratively with the service desk and IT team to meet service goals.

Skills

ITSM experience

Active Directory

Group Policy

Microsoft 365

Google Workspace

TCP/IP

DNS

DHCP

Strong communication

Teamwork

Willingness to learn

Education

Associate degree or higher in Computer Science or IT

High school diploma or GED

Job description

The Intersect Group is seeking a Service Desk Technician to provide professional Level 1 remote support for clients. You will diagnose and resolve common IT incidents and service requests, while maintaining clear communication and documentation.

Ideal candidates have a high school diploma or GED, 2+ years in ITSM, and at least one industry certification. Growth opportunities exist across Microsoft technologies, networking, and IT service management.