Service Desk Technician

3RT Networks; West Salem, Northern (WI, KY); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Vision insurance

Life insurance

Flexible spending account

Paid time off

Job summary

3RT Networks seeks a Service Desk Technician to provide friendly, professional support to clients across Windows, Microsoft 365, and network issues. You will handle phone, remote, email, and in-person assistance, documenting steps and time spent.

The role emphasizes ownership of requests, clear client communication, and following escalation procedures. MSP-style benefits and opportunities to grow in IT are included.

Qualifications

• Basic knowledge of computers, Windows OS, and business applications.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Excellent customer service skills and a professional, friendly attitude.
• Ability to explain technical concepts to non-technical users.
• Ability to prioritize and manage multiple service requests.
• Self-motivated with a willingness to learn new technologies.
• Ability to follow established procedures and properly document work.
• Valid driver’s license.

Responsibilities

• Provide friendly and professional technical support to clients by phone, remote tools, email, and in person.
• Troubleshoot and resolve common Windows desktop/server, hardware, software, and Microsoft 365 issues.
• Assist with user account administration across Microsoft 365 and Active Directory environments.
• Perform basic network troubleshooting for wired, wireless, VPN, and Internet connectivity issues.
• Create, update, and manage service tickets with clear documentation of troubleshooting steps and time spent.
• Take ownership of assigned service requests and keep clients informed of status and next steps.
• Prioritize service requests based on urgency, impact, and SLAs.
• Research unfamiliar issues using internal docs and vendor resources.
• Escalate issues with complete troubleshooting information to the appropriate resource.
• Maintain and update client and technical documentation as needed.
• Participate in onsite client support visits and rotating after-hours on-call schedule.
• Work independently while collaborating with the Service Desk and technical teams.

Skills

Customer service

Troubleshooting

Communication

Documentation

Prioritization

Self-motivation

Procedural follow-through

Windows basics

Technical curiosity

Driver's license

Education

Industry certifications or equivalent training

Tools

PSA

RMM

Remote-support tools

Job description

3RT Networks is looking for a customer-focused Service Desk Technician to join our technical support team. This position is a primary point of contact for clients needing technology assistance and offers the opportunity to support multiple businesses, work with a wide range of technologies.

The Service Desk Technician will troubleshoot and resolve common end-user technology issues across multiple client environments, including Windows computers, Microsoft 365, user accounts, printers and peripherals, networking, and other business technology.

Successful technicians will take ownership of service requests, communicate clearly with clients, document their work, and resolve issues efficiently. When an issue requires additional expertise, the technician will gather the necessary information, complete appropriate troubleshooting, establish priority, and follow established escalation procedures.

This is a great opportunity for someone who enjoys solving problems, working with people, and building a career in IT.

Responsibilities

• Provide friendly and professional technical support to clients by phone, remote support tools, email, and in person.
• Troubleshoot and resolve common Windows desktop/server, hardware, software, and Microsoft 365 issues
• Assist with user account administration, including account creation, password resets, permissions, and access management across Microsoft 365 and Active Directory environments.
• Perform basic network troubleshooting for wired, wireless, VPN, and Internet connectivity issues.
• Create, update, and manage service tickets with clear documentation of troubleshooting steps, resolutions, and time spent.
• Take ownership of assigned service requests and keep clients informed of status and next steps.
• Prioritize service requests based on urgency, impact, and established service-level expectations.
• Research unfamiliar issues using internal documentation, knowledge bases, vendor resources, and other available tools.
• Recognize when an issue requires escalation and provide complete troubleshooting information to the appropriate technical resource.
• Maintain and update client and technical documentation as needed.
• Participate in onsite client support visits as needed.
• Participate in a rotating after-hours on-call schedule shared among the technical team.
• Work independently while collaborating with other members of the Service Desk and technical teams.

Required Qualifications

• Strong interest in technology and helping people solve problems.
• Basic knowledge of computers, Windows operating systems, and common business applications.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Excellent customer service skills and a professional, friendly attitude.
• Strong written and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
• Ability to prioritize and manage multiple service requests.
• Self-motivated with a willingness to learn new technologies.
• Ability to follow established procedures and properly document work.
• Valid driver’s license.

Preferred

• Previous IT support, help desk, service desk, or related technical experience.
• Experience supporting Windows servers/desktops.
• Experience with Microsoft 365.
• Hardware and peripheral troubleshooting experience.
• Experience with PSA, RMM, or remote-support tools.
• CompTIA, Cisco, Microsoft, or other relevant industry certifications, technical degree, or equivalent training.

Previous Managed Service Provider (MSP) experience is helpful but not required.

What We’re Looking For

Technical knowledge is important, but we’re also looking for someone who enjoys working with people. The right person is curious, dependable, organized, willing to research problems, and knows when to ask for help.

Because we support multiple businesses and technology environments, you’ll have the opportunity to work with a wide variety of technologies and continue building your IT skills.

If you’re passionate about technology, enjoy helping people, and are looking for an opportunity to grow your IT career, we’d like to hear from you.

• 401(k) matching
• Health insurance
• Vision insurance
• Life insurance
• Flexible spending account
• Paid time off