Service Desk Technician I — On-Call Support & Triage

Heiden Technology Solutions; Saginaw (MI); On-site; USD 38,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

IRA 3% Match

Clothing Stipend

Phone Stipend

Life Insurance

Short-term Disability

Bonuses through Programs

Job summary

Heiden Technology Solutions is seeking a Service Desk Technician Level 1 (SDT L1) in Saginaw, MI. You will provide first-line, remote IT support to managed services clients, handling ticket triage, resolution, and communication under the SDM guidance.

The role requires strong organizational and communication skills, ability to multitask, and adherence to predefined workflows. Full-time with on-call rotation and occasional travel may be involved.

Qualifications

• Strong organizational and coordination skills.
• Excellent communication abilities for effective client and team interactions.
• Ability to manage multiple tasks and prioritize effectively.

Responsibilities

• Provide support to end users of managed services clients.
• Take direction from the Service Desk Manager and manage ticket assignments relative to priority and age.
• Follow documented processes and workflows.
• Work assigned tickets from triage through completion.
• Use our service desk tools to diagnose and resolve client issues.
• Refer to client documentation to understand and resolve issues.
• Escalate aging tickets to SDT L2 or L3 when not resolved within 1 hour.
• Seek assistance from SDT L2/L3 or SDM when stuck.
• Document work and time in ConnectWise.
• Understand implications of procedures on client infrastructure and uptime.
• Collaborate with Service Desk and other teams on client environments.
• Identify chronic issues with SDM.
• Provide after-hours on-call support as scheduled.
• Maintain technical skills required for the SDT role.
• Attend weekly one-on-ones and monthly team meetings.

Skills

Organizational skills

Communication skills

Multi-tasking

Task prioritization

Education

Technical skill in IT support

Ongoing IT education

Job description

Heiden Technology Solutions is seeking a Service Desk Technician Level 1 (SDT L1) in Saginaw, MI. You will provide first-line, remote IT support to managed services clients, handling ticket triage, resolution, and communication under the SDM guidance.

The role requires strong organizational and communication skills, ability to multitask, and adherence to predefined workflows. Full-time with on-call rotation and occasional travel may be involved.