Service Desk Technician (Remote)

Trace3; Louisville (KY); Remote; Full time

Job summary

Trace3 is seeking a Service Desk Technician who will provide support for a wide variety of customers. The role involves monitoring ticketing systems, acting as a liaison with customers, and managing incidents. Candidates should possess strong communication skills and experience with enterprise systems. This position offers a chance to thrive in a dynamic team environment with numerous perks, including comprehensive benefits and a focus on career growth.

Benefits

Comprehensive medical, dental and vision plans

401(k) Retirement Plan with Employer Match

Competitive Compensation

Training and development programs

Stocked kitchen with snacks and beverages

Work-life balance and generous paid time off

Qualifications

• Minimum of 3 years in enterprise systems and applications.
• Experience with Microsoft Active Directory, Outlook, Exchange, O365.
• Knowledge in DNS application to network devices.

Responsibilities

• Monitor service boards and manage ticketing system.
• Self-manage tasks following Service Desk guidelines.
• Assist in training new hires.

Skills

Strong written communication

Strong oral communication

Problem-solving

Adaptability

Data gathering

Troubleshooting

Customer service orientation

Tools

Microsoft Active Directory

O365

VPN technologies

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 outevery 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.

JOB SUMMARY:

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

SUMMARY OF ESSENTIAL JOB FUNCTIONS:

· Monitor ticketing system service boards, inbound email and receive inbound phone calls.

· Act upon requests and notifications following defined procedures which vary by client.

· Self-manage assigned tasks in accordance to Service Desk guidelines.

· Create and manage workflow incidents within approved ticket and monitoring solutions.

· Create and escalate incident response tickets.

· Assist with new hire training.

· Serve as an escalation point for Associate Service Desk Technicians when issues arise with incidents.

REQUIRED SKILLS AND EXPERIENCE:

· A minimum of 3 years of experience with various enterprise level systems and applications.

o Microsoft Active Directory, Outlook, Exchange, O365 and others

o Various VPN technologies and end user compute systems and peripherals.

· DNS knowledge and how it applies to network devices.

· Strong written and oral communication 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 regarding tasks which will ultimately improve team 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.

$17.45 - $26.15 USD

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
• Stocked kitchen 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 [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.

Create a Job Alert

Interested in building your career at Trace3? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Location (City) *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

Will you now or in the future require sponsorship for employment visa status? * Select...