Service Desk Technician

Quantum Strides LLC; Minneapolis (MN); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

Vision insurance

Job summary

A technology services firm in Minneapolis is looking for a Service Desk Technician to provide first-level support for technical issues. You'll diagnose problems, assist customers, and document service requests. Ideal candidates have a background in IT or Computer Science and experience in help desk roles, with strong troubleshooting skills and a commitment to excellent customer service.

Qualifications

• Experience in a service desk or IT support role.
• Familiarity with enterprise IT environments and service management frameworks.

Responsibilities

• Provide first-level technical support for computer systems, hardware, and software.
• Diagnose and troubleshoot technical issues remotely.
• Document and track all service requests and resolutions.

Skills

Troubleshooting and problem-solving skills

Excellent communication skills

Customer service skills

Education

Associates or Bachelor's degree in IT, Computer Science, or related field

Tools

Windows

macOS

Help desk ticketing systems

Remote support tools

Job description

Job Summary

The Service Desk Technician serves as the central point of contact in a help desk environment, providing triage and level 1 technical support for computer systems, hardware, and software. This role involves analyzing and troubleshooting issues, escalating complex problems when necessary, and facilitating service requests while ensuring excellent customer service.

Key Responsibilities

• Provide first-level technical support for computer systems, hardware, and software.
• Diagnose and troubleshoot technical issues remotely.
• Utilize internal technical systems and knowledge base for issue resolution and customer education.
• Escalate complex issues to higher-level support teams as needed.
• Document and track all service requests and resolutions.
• Ensure timely follow-up on outstanding technical issues.
• Assist in system updates, maintenance, and service improvements.
• Maintain a high level of customer service and communication.

Skills & Qualifications

• Associates or Bachelor\'s degree in IT, Computer Science, or a related field (or equivalent experience).
• Experience in a service desk or IT support role.
• Strong troubleshooting and problem-solving skills.
• Proficiency in Windows, macOS, and enterprise applications.
• Familiarity with help desk ticketing systems and remote support tools.
• Excellent communication and customer service skills.

Preferred Qualifications

• IT certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator.
• Experience with Active Directory and network troubleshooting.
• Familiarity with enterprise IT environments and service management frameworks.

Job Type: Full-time

Benefits

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

Schedule

• 8 hour shift
• Monday to Friday

Experience

• Active Directory: 2 years (Preferred)

License/Certification

• CompTIA A+, ITIL, or Microsoft Certified (Preferred)