Service Desk Technician in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Technician based in the United States.

This role offers the opportunity to provide essential technical support and improve the daily technology experience of end users.
The Service Desk Technician will serve as a first point of contact for IT support requests, troubleshooting issues and ensuring timely resolutions.
You will assist users through multiple support channels while maintaining high service standards and accurate documentation.
The position combines technical problem-solving, customer service, and collaboration with broader IT teams.
You will contribute to knowledge sharing, process improvement, and the continuous enhancement of IT support operations.
This role is ideal for a motivated IT professional who enjoys helping users, learning new technologies, and working in a structured support environment.

The Service Desk Technician will provide remote technical support, manage user requests, and help maintain efficient IT service operations. This role requires strong troubleshooting abilities, customer focus, and the ability to document and resolve issues effectively.

• Provide technical support to end users through phone calls, chat, email, instant messaging, and other assigned support channels.
• Deliver high-quality customer service by troubleshooting and resolving hardware, software, and access-related issues.
• Act as the initial point of contact for IT incidents and service requests, ensuring accurate identification and prioritization of user needs.
• Document all incidents, requests, troubleshooting steps, and resolutions within ticketing systems and knowledge bases.
• Resolve basic technical issues remotely and escalate more complex problems to the appropriate IT teams when required.
• Dispatch service requests and coordinate with specialized support teams to ensure timely resolution.
• Support the creation, maintenance, and improvement of internal knowledge articles using established documentation practices.
• Assist with testing, implementation, and support of technology solutions developed internally or commercially.
• Collaborate with IT field technicians and cross-functional teams to resolve technical issues across supported platforms.
• Meet service performance expectations, including productivity, response time, and quality metrics.
• Participate in after-hours support rotations when required.
• Maintain a positive and professional relationship with users, colleagues, and leadership.

The ideal candidate is an IT support professional with strong customer service skills and foundational technical knowledge. This role requires the ability to troubleshoot effectively, communicate clearly, and work independently while supporting a wide range of end users.

• High school diploma required, with at least 1 year of directly related experience demonstrating relevant technical skills.
• Must be a U.S. Citizen.
• Ability to obtain and maintain a U.S. Department of Energy security clearance.
• Minimum 6 months of customer help desk or service desk experience.
• Working knowledge of PC hardware, network settings, operating systems, and Microsoft Office applications.
• Experience providing virtual desktop support and assisting with equipment connectivity issues.
• Ability to type at least 35 words per minute; higher typing speed is preferred.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities while maintaining accuracy and professionalism.
• Experience with ServiceNow, KCS methodology, or similar IT service management practices is preferred.
• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field is a plus.
• Relevant certifications such as CompTIA A+, Network+, ITIL v4 Foundations, Microsoft Fundamentals, ACMT, ACSP, JAMF, or similar credentials are preferred.

• Competitive compensation package based on experience, skills, and qualifications.
• Full-time opportunity supporting a mission-critical IT environment.
• Potential flexibility with telecommuting or hybrid work arrangements based on business needs.
• Opportunity to develop technical skills through additional training and exposure to more advanced support responsibilities.
• Experience working with enterprise IT systems, service management processes, and cross-functional technology teams.
• Career growth opportunities within IT support and infrastructure functions.
• Collaborative environment focused on customer service, continuous improvement, and professional development.