Service Desk Technician - 2nd Shift (EST)

Trace3; Indianapolis (IN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Comprehensive medical, dental and view

401(k) Retirement Plan with Employer

Competitive Compensation

Training and development programs

Snacks and beverages in major offices

Collaborative and cool culture

Work-life balance and generous PTO

Job summary

Trace3 is seeking a Service Desk Technician for 2nd shift (Mon–Fri, 3:00pm–11:30pm EST) to provide support for a diverse client base across monitoring and contract Service Desk offerings. You will update runbooks and serve as a liaison for the Service Desk team, handling incidents and training new staff.

The role requires a high school diploma or GED and 2+ years of IT experience with AD, Outlook/Exchange/O365, VPNs, and end-user devices. Certifications like A+, Network+ or MS-900 are preferred.

Qualifications

• A high school diploma or GED is required.
• A minimum of 2 years of experience with various IT systems and applications.
• Experience with Microsoft Active Directory, Outlook, Exchange, O365 is preferred.
• Experience with VPN technologies and end-user computing systems is required.
• Knowledge of DNS and network device concepts.
• Strong written and oral communication skills.
• Strong interpersonal skills and the ability to adapt to rapid change.
• Ability to diagnose and troubleshoot end-user technology and explain recommendations clearly.
• Strong documentation skills to improve knowledge base.

Responsibilities

• Monitor ticketing system boards, inbound email, and calls.
• Act on requests per client procedures.
• Self-manage tasks following Service Desk guidelines.
• Create and manage workflow incidents in monitoring solutions.
• Create and escalate incident response tickets.
• Assist with new hire training.
• Serve as escalation point for Associate Service Desk Technicians.

Education

High school diploma or GED

Tools

Active Directory

Outlook/Exchange/O365

VPN technologies

End-user computing systems

Peripherals

Job description

Trace3 is seeking a Service Desk Technician for 2nd shift (Mon–Fri, 3:00pm–11:30pm EST) to provide support for a diverse client base across monitoring and contract Service Desk offerings. You will update runbooks and serve as a liaison for the Service Desk team, handling incidents and training new staff.

The role requires a high school diploma or GED and 2+ years of IT experience with AD, Outlook/Exchange/O365, VPNs, and end-user devices. Certifications like A+, Network+ or MS-900 are preferred.