Service Desk Associate - IT Support & SLA Champion

ZT Group Intl; Secaucus (NJ); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive base salary

401(k) retirement savings plan

Tuition reimbursement for eligible教育

Job summary

ZT Systems in Secaucus, NJ is seeking an entry-level Service Desk technician to manage Enterprise tickets across internal and external case management systems. You will own ticket follow-up and engage broader support teams to ensure tickets are addressed within SLA.

Responsibilities include updating tickets, assigning and escalating tasks, and maintaining correct notes and statuses. You will support field technicians and other teams while seeking continuous improvements and maintaining strong

Qualifications

• Hardware knowledge and understanding of component failures.
• Associate degree or relevant IT certifications.
• 1+ year IT support experience.
• Experience with Microsoft 365 suite.

Responsibilities

• Manage and update customer tickets across case management systems.
• Assign, escalate, and track tickets to meet SLA.
• Ensure accurate notes, categories, and ticket statuses.
• Follow ticket resolution checklists.
• Collaborate with field technicians and other teams.
• Provide feedback and identify opportunities for improvement.
• Own the customer experience and drive service improvements.

Skills

Analytical thinking

Communication skills

Team player

Proactive problem-solving

Education

Associate degree in IT or related field

A+/Network+ (preferred)

Tools

Microsoft 365

Case management systems

Job description

ZT Systems in Secaucus, NJ is seeking an entry-level Service Desk technician to manage Enterprise tickets across internal and external case management systems. You will own ticket follow-up and engage broader support teams to ensure tickets are addressed within SLA.

Responsibilities include updating tickets, assigning and escalating tasks, and maintaining correct notes and statuses. You will support field technicians and other teams while seeking continuous improvements and maintaining strong