Service Desk Technician (Remote)

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 a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.

Ready to discover the possibilities that live in technology?

Come Join Us!

Street-Smart-Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice -The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentallymapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork -Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

About the Role:

The Service Desk Technician will provide services and support for a wide variety of customers, including multiple subscribers to the Company’s monitoring and contract Service Desk offerings. In addition, this position will act as a customer liaison for the Service Desk team as assigned. This position will also be responsible for updating runbook documentation as required or requested.

Two positions are open:

• 2nd Shift: Monday–Friday, 3:00pm–11:30pm EST

What You’ll Do:

• Monitor ticketing system service boards, inbound email, and receive inbound phone calls.
• Act on requests and notifications in accordance with defined procedures, which vary by client.
• Self-manage assigned tasks in accordance with Service Desk guidelines.
• Create and manage workflow incidents within approved ticket and monitoring solutions.
• Create and escalation incident response tickets.
• Assist with new hire training.
• Serve as an escalation point forAssociate Service Desk Technicianswhen issues arise withincidents.

REQUIRED SKILLS AND EXPERIENCE:

• A high school diploma or GED is required.
• A minimum of 2 years of experience with various IT systems and applications.
  • Microsoft Active Directory, Outlook, Exchange, O365, and others.
  • Various VPN technologies, end-user computing systems, and peripherals.
• Certifications: CompTIA A+, Network +; MS-900 (Microsoft 365 Fundamentals) preferred.
• DNS knowledge and how it applies to network devices.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to constantly adapt to rapid change.
• Intuitive ability to gather data, diagnose, and troubleshoot end-user technology.
• Ability to confidently explain and deliver complex recommendations.
• Personally and professionally self-motivated.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Strong desire to exceed customer service and expectations.
• Strong documentation skills for tasks that will ultimately improve the team's knowledge base.

Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.

The Perks

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview, please email [e-mail].

***To all recruitment agencies:Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.