Service Desk Technician

Patriot Talent Solutions; Knoxville (TN); Hybrid; USD 42,000 - 55,000; Full time

Job summary

Patriot Talent Solutions is seeking a Service Desk Technician in Knoxville for a hybrid role. You will be the first point of contact for hardware, software, and technology-related issues, providing timely troubleshooting and documentation of resolutions.

You will collaborate with IT teams, manage incident tickets, and contribute to knowledge base articles while ensuring high customer satisfaction and SLA adherence.

Qualifications

• Strong problem-solving and analytical skills.
• Excellent customer service and communication skills.
• Ability to troubleshoot technical issues using diagnostic tools and logical problem-solving techniques.
• Strong attention to detail and organizational skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Experience documenting issues, solutions, and support processes.
• Ability to work collaboratively across technical and non-technical teams.
• Strong verbal and written communication skills.

Responsibilities

• Provide phone, email, and chat support for technical issues and service requests.
• Manage and prioritize incident and service request tickets.
• Communicate effectively with customers, team members, and leadership regarding issue status and resolution.
• Diagnose and troubleshoot hardware, software, application, and network-related issues.
• Perform remote troubleshooting and support for end users.
• Document issues, resolutions, and support procedures.
• Escalate complex issues to appropriate technical teams when necessary.
• Contribute to knowledge base articles and process improvement initiatives.
• Maintain a customer-focused approach while meeting service level expectations.
• Perform other duties as assigned.

Skills

Problem solving

Customer service

Diagnostic tools

Organizational skills

Independent worker

Collaboration

Communication

Documentation

Time management

Team interaction

Tools

ITSM

Ticketing Systems

Knowledge Management

System Administration

Network Troubleshooting

Hardware Troubleshooting

Software Troubleshooting

System Configuration

Process Improvement

Job description

Location: Knoxville, Hybrid

Position Summary

The Service Desk Technician serves as the first point of contact for employees seeking technical assistance with hardware, software, and technology-related issues. This role provides timely troubleshooting support, fulfills service requests, maintains accurate documentation, and collaborates with IT teams to ensure effective resolution of technical issues. The Service Desk Technician works closely with desktop support, systems administration, networking, security, infrastructure, and application support teams to deliver exceptional end-user support and maintain a high level of customer satisfaction.

Key Responsibilities

• Provide phone, email, and chat support for technical issues and service requests.
• Manage and prioritize incident and service request tickets.
• Communicate effectively with customers, team members, and leadership regarding issue status and resolution.
• Diagnose and troubleshoot hardware, software, application, and network-related issues.
• Perform remote troubleshooting and support for end users.
• Document issues, resolutions, and support procedures.
• Escalate complex issues to appropriate technical teams when necessary.
• Contribute to knowledge base articles and process improvement initiatives.
• Maintain a customer-focused approach while meeting service level expectations.
• Perform other duties as assigned.

Qualifications

• Strong problem-solving and analytical skills.
• Excellent customer service and communication skills.
• Ability to troubleshoot technical issues using diagnostic tools and logical problem-solving techniques.
• Strong attention to detail and organizational skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Experience documenting issues, solutions, and support processes.
• Ability to work collaboratively across technical and non-technical teams.
• Strong verbal and written communication skills.

Preferred Technical Skills

• Technical Support
• Customer Service and End-User Support
• IT Service Management (ITSM)
• Ticketing Systems
• Knowledge Management
• Hardware and Software Troubleshooting
• Network Troubleshooting
• System Administration
• System Configuration
• Process Improvement

Core Competencies

• Accountability
• Active Listening
• Collaboration and Teamwork
• Communication
• Customer Focus
• Problem Solving
• Information Seeking
• Adaptability
• Attention to Detail
• Applying Standard Practices

Equal Opportunity Employer/Veterans/Disabled