Service Desk Technician

6AM City, LLC; False Pass (AK); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Paid vacation and personal days

Job summary

6AM City, LLC is seeking an IT Service Desk Technician to join our team in northeastern and central PA. You will handle service desk calls, triage tickets, and provide on-site support for client desktops, laptops, printers, and mobile devices.

You will diagnose Windows 10/11 and Server issues, document steps, and escalate to senior technicians when needed. Clear communication with diverse clients is essential as you learn cloud tools like Azure/AWS and network equipment.

Qualifications

• Experience in IT or related fields.
• Ability to build rapport with clients.
• Strong troubleshooting and problem-solving skills.
• Clear and professional communication.

Responsibilities

• Capture ticket information and triage tickets.
• Provide Level 1/Level 2 support.
• Set customer expectations for ticket response times.
• Resolve and escalate tickets (onsite or remote).
• Ensure customer satisfaction and follow SOPs.
• Provide hardware and software technical assistance.
• Resolve issues for clients via phone, in person, or electronically.

Skills

Customer service

Troubleshooting

Communication

Windows OS

Ticketing

Job description

Job Description

Job Description

We are seeking an IT Service Desk Technician to join our team!

Our growing technology and Cloud consulting company is recruiting a skilled Service Desk Technician with good interpersonal skills to provide support for client desktops, laptops, printers, and mobile devices. Windows Desktop and Server experience is required, including Windows 10 and 11 as well as basic navigation and management of Server 2012, 2016, and 2019. Candidate must be able to quickly and independently diagnose and resolve common issues.

The successful technician will receive and register hardware, answer service desk calls, create service tickets, troubleshoot on the phone, analyze and fix technical issues, and elevate issues to senior technicians when necessary. He/she must communicate clearly with diverse clients, understanding that users want solutions not technical explanations. Retail experience a plus. Limited training provided.

You will be exposed to various critical technologies: Azure/AWS Cloud, VoIP (Voice over IP), BCP/DR (Business Continuity Plan / Disaster Recovery), Wireless Networks, and Firewall support. This position will also take you onsite to many different businesses in northeastern and central PA to consult on and support clients’ business information technology.

This is a dynamic position for those who take pride in their career, and job responsibilities will grow as the employee advances. Full-time with benefits. Salary will depend on experience and education. Health insurance, paid holidays, and paid vacation and personal days available after 90-day probationary period.

Responsibilities

• Capturing ticket information and triaging tickets
• Level 1/Level 2 Support
• Setting customer expectations for ticket response times
• Resolving and/or escalating reactive tickets (onsite or remote)
• Ensuring customer satisfaction
• Following standard operating procedures (SOPs) and updating SOPs as needed
• Providing technical assistance with computer hardware and software
• Resolving issues for clients via phone, in person, or electronically

Qualifications

• Previous experience in IT, customer service, or other related fields
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor

Work Location

• Multiple locations

Work Remotely

• No

Schedule

• 8:00 a.m. - 5:00 p.m. with an hour for lunch
• Monday to Friday

Job Type

Full-time