Service Desk Technician (Remote)

Trace3; Louisville (KY); Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401(k) with employer match

Training and development programs

Snacks & beverages in major offices

Collaborative culture

Work-life balance with generous PTO

Job summary

Trace3 is seeking a Service Desk Technician to provide support for a diverse client base, acting as a liaison for the Service Desk team and updating runbooks as needed.

You will monitor multiple channels and follow client-specific procedures while contributing to training and knowledge-base improvements. This role requires flexibility for around-the-clock coverage.

Qualifications

• High school diploma or GED required.
• At least 2 years of IT systems experience.
• Experience with Active Directory, Outlook, Exchange, and Office 365.
• Familiar with VPN technologies.
• CompTIA A+, Network+ certifications; MS-900 preferred.
• DNS knowledge.
• Strong written and verbal communication.

Responsibilities

• Monitor ticketing boards, inbound email, and calls.
• Act on requests per defined procedures per client.
• Self-manage tasks per Service Desk guidelines.
• Create and manage workflow incidents in ticketing/monitoring solutions.
• Create and escalate incident tickets.
• Assist with new-hire training.
• Serve as escalation point for Associate Service Desk Technicians.
• Support 24/7/365 operations including evenings, weekends, and holidays.

Skills

Active Directory

Outlook

Office 365

VPN

End-user computing

CompTIA A+

Network+

MS-900

DNS

Communication

Interpersonal skills

Troubleshooting

Documentation

Education

High school diploma or GED

Tools

MS-365

MS-Exchange

Job description

Who is Trace3?

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, mentally mapping 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, participating in customer-facing meetings and being responsible for updating runbook documentation as required or requested.

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 elevate incident response tickets.
• Assist with new hire training.
• Serve as an escalation point for Associate Service Desk Technicians when incidents arise.
• Must be comfortable working in a 24/7/365 operational environment, including occasional evenings, weekends, and holidays as required to support business operations and critical infrastructure.

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 and 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 regarding tasks, which will ultimately improve the team's knowledge base.

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].