Senior IT Service Desk Technician — End-User Support

Bigelow Tea Co.; Fairfield, Northern (CT, KY); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Bigelow Tea Co. is seeking an IT Service Desk Technician to provide high-availability technology support for end users in our Fairfield, CT environment. You will be the first point of contact, handling tickets, calls, and onsite requests with a focus on fast, effective issue resolution.

You will maintain AD/Azure AD access, assist with software/hardware issues, and help build a reliable, secure IT environment aligned with our B Corp values. Travel up to 10% may be required.

Qualifications

• Minimum 3 years of experience supporting desktop technology for local and remote users.
• Bachelor's degree preferred in Information Technology or related field.
• Technology certifications are a plus.

Responsibilities

• Be the first responder for end-user service desk issues and requests.
• Field incoming help requests via ticket, phone, email, or in-person.
• Perform hands-on fixes: software installation, hardware setup, backups, and maintenance.
• Collaborate with IT teams for cross-functional support and incident resolution.
• Document problem-solving steps and maintain knowledge bases for users.
• Provide post-resolution follow-ups and user training on security and changes.

Skills

End-user support

Customer service

Active Directory

Azure AD

Troubleshooting

Documentation

Education

Bachelor's degree preferred

Tools

Office 365

Microsoft 365 Apps

Service Desk Software

Job description

Bigelow Tea Co. is seeking an IT Service Desk Technician to provide high-availability technology support for end users in our Fairfield, CT environment. You will be the first point of contact, handling tickets, calls, and onsite requests with a focus on fast, effective issue resolution.

You will maintain AD/Azure AD access, assist with software/hardware issues, and help build a reliable, secure IT environment aligned with our B Corp values. Travel up to 10% may be required.