Service Desk Technician Level 1

Socket.dev; Saginaw (MI); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Simple IRA - 3% Employer Match

Annual Clothing Stipend - $100

Monthly Phone Stipend - $15/month

Paid Life Insurance and Short Term Dis

Bonuses through Recognition and Certifi

Job summary

Socket.dev in Saginaw, MI seeks an entry-level Service Desk Technician (L1) to provide remote and on-site support for clients. You will triage, diagnose, and resolve issues, document work, and escalate where needed, while maintaining strong client communication.

This full-time role requires staying current with technologies and participating in the on-call rotation. In-office work and limited travel may be involved with opportunities for growth within the service desk team.

Qualifications

• Strong communication abilities for effective client and team interactions.
• Excellent organizational and coordination skills.
• 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.
• Follow documented processes and workflows of the Service Desk.
• Work assigned tickets from triage through completion.
• Use service desk tools to diagnose and resolve issues.
• Refer to client documentation to understand and resolve issues.
• Escalate aging tickets to SDT L2/L3 when necessary.
• Collaborate with Service Desk and other teams.
• Provide after-hours on-call support as scheduled.
• Maintain technical skills for the SDT role.

Skills

Communication skills

Organizational skills

Multi-tasking

Technical knowledge

Education

High school diploma or equivalent

Tools

ConnectWise

Job description

Description

+ Service Desk Technician Level 1 (SDT L1) Overview

Service desk technicians are first responders to reported and ticketed client issues. The Service Desk Technician (SDT) is responsible for providing professional, considerate, and timely reactive remote support for clients that rely on IT systems to work efficiently. SDTs are responsible for quick response and resolution to client service issues, as well as timely communications to clients about work being performed. SDTs must work within the reactive services framework of the Service Desk using established team processes.

SDT roles will vary based on SDT skill set and therefore ticket types assigned. The following outlines the responsibility of a SDT L1 role:

• L1: Triage and user MACs

+ Essential Job Functions

• Provide support to end users of managed services clients
• Take direction from the Service Desk Manager (SDM) and manage ticket assignments relative to ticket priority and age
• Follow specific Service Desk Team documented processes and workflows
• Work assigned tickets from triage through completion
• Use our suite of service desk and tools to diagnose and resolve client support issues
• Refer to client technical documentation for information that will help you understand and resolve client technology issues
• Escalate assigned aging tickets to the SDT L2 or L3 when assigned tickets cannot be resolved within 1-hour to maintain acceptable average resolution time KPI
• Seek assistance from the SDT L2, L3 or SDM when stuck
• Document service work and time in ConnectWise
• Understand the implications and effect of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruption
• Work collaboratively with the members of the Service Desk Team, and cross functionally with all service delivery teams and team members familiar with the client environment and business
• Work with the SDM to identify chronic service issues across the client base
• Provide after hours on call support based on the on-call schedule/rotation
• Maintain technical skills required to perform the SDT role
• Attend and participate in weekly one-on-ones with SDM and monthly team meetings

+ Compensation and Benefits

• BCBS/BCN Health Insurance Options
• Simple IRA - 3% Employer Match
• Annual Clothing Stipend - $100
• Monthly Phone Stipend - $15/month
• Paid Life Insurance and Short Term Disability
• Eligible for Bonuses through Recognition and Certification Programs

Requirements

+ Education and Experience

• Technical skill relevant to technologies supported (ongoing)
• Strong organizational and coordination skills
• Excellent communication abilities for effective client and team interactions
• Ability to manage multiple tasks and prioritize effectively
• Technical skill relevant to technologies supported (ongoing)
• Strong organizational and coordination skills
• Excellent communication abilities for effective client and team interactions
• Ability to manage multiple tasks and prioritize effectively

+ Working Conditions

• Full-time, Monday-Friday
• Occasional OT (1.5x)
• Ability to lift 50+ lbs.
• In-Office; Saginaw, MI
• Very limited travel for trainings as needed.
• Requires participation in an on-call rotation, alternating between weekday and weekend rotations (approximately every 4-8 weeks, depending on staffing).
• Ability to pass a background check and driver's check.

SDT L1s report directly to the Service Desk Manager.