Service Desk Technician

InnoTek Computer Consulting, Inc.; False Pass (AK); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Paid vacation

Personal days

Job summary

InnoTek Computer Consulting, Inc. is seeking an IT Service Desk Technician to join our team. The role involves handling calls, tickets, and on-site or remote support for desktops, laptops, printers, and mobile devices.

You will work with Windows 10/11 and Server 2012–2019, diagnosing issues and providing clear solutions to clients. Applicants should have prior IT or customer service experience, strong troubleshooting skills, and a professional demeanor.

Qualifications

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

Responsibilities

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

Skills

IT Support

Customer Service

Troubleshooting

Communication

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 escalate 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.

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

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.

We look forward to hearing from you!

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