Service Desk Technician

Position Summary

The Service Desk Technician is the front line of service delivery for our Managed Services clients. This role is responsible for responding to incoming service requests, performing initial troubleshooting and resolution, documenting work accurately, and escalating issues appropriately. The Service Desk Technician plays a critical role in client satisfaction by providing prompt, professional, and effective support while ensuring adherence to service standards, SLAs, and internal processes.

This position is ideal for an entry‑level to early‑career IT professional who enjoys helping users, learning new technologies, and working in a fast‑paced MSP environment.

Key Responsibilities

Client Support & Issue Resolution

• Serve as the first point of contact for inbound service requests via phone, email, and ticketing system
• Perform initial triage, troubleshooting, and resolution of common IT issues, including:
• Password resets and account lockouts
• Email and Microsoft 365 issues
• Basic workstation, printer, and peripheral issues
• Connectivity and VPN problems
• Resolve issues within defined scope and time expectations whenever possible

Ticket Management & Documentation

• Accurately document all work performed, troubleshooting steps, and resolutions in the PSA/ticketing system
• Ensure tickets are properly categorized, prioritized, and updated in accordance with SLA requirements
• Acknowledge, accept, and update tickets in a timely and professional manner
• Escalate tickets that exceed Tier 1 scope, complexity, or time thresholds with clear documentation

Escalation & Collaboration

• Identify when issues require escalation to higher‑tier technicians or engineers
• Provide concise, thorough handoff notes to ensure smooth transitions during escalation
• Collaborate with Service Manager, service coordinators and senior technicians to maintain workflow efficiency

Client Experience & Communication

• Communicate clearly, professionally, and empathetically with clients at all times
• Set appropriate expectations regarding timelines, next steps, and follow‑up
• Maintain a calm and solution‑oriented demeanor, especially during high‑priority or stressful situations

Process & Continuous Improvement

• Follow established MSP processes, security standards, and best practices
• Identify recurring issues or patterns and communicate them to the Service Manager
• Participate in training, documentation updates, and ongoing skills development

Required Skills & Qualifications

• 1–3 years of experience in IT support, service desk, or MSP environment (preferred)
• Strong understanding of:
• Windows 10/11 operating systems
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Basic networking concepts (DNS, DHCP, VPN)
• Excellent written and verbal communication skills
• Strong customer service mindset with attention to detail
• Ability to manage multiple tickets and priorities effectively

Preferred Qualifications

• Experience using ticketing or PSA systems
• CompTIA A+, Network+, or similar entry‑level certifications
• Basic knowledge of cybersecurity best practices
• Knowledge of Microsoft 365 administration, Active Directory, Entra ID and Azure
• Experience supporting small to mid‑sized business environments

Core Competencies

• Professional and dependable
• Organized and process‑driven
• Curious and eager to learn
• Strong problem‑solving skills
• Team‑oriented with accountability for assigned work

Working Conditions

• Primarily remote support with occasional onsite visits as needed
• Standard business hours with participation in on‑call rotation
• Fast‑paced, client‑focused environment with evolving technical challenges

Pay: $23.00 - $25.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Referral program
• Vision insurance

Application Question(s):

• Would you be willing to submit to background checks?

Experience:

• Service Desk Support: 1 year (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Wyomissing, PA (Required)

Work Location: In person