Service Desk Technician

Moser Consulting • Indianapolis, IN

3d • $41,000 - $69,000 • Hybrid

About The Position

The Service Desk Technician is a dynamic role essential for the maintenance of IT operations within the organization. This position serves as the first point of contact for users facing technical issues, ensuring a seamless flow of support and information. Responsibilities include managing inquiries, diagnosing software and hardware issues, and guiding users through step-by-step solutions. The role demands a proactive approach to problem resolution, excellent communication skills, and an in-depth understanding of IT infrastructure. The technician is expected to prioritize user satisfaction, maintain detailed records of user interactions, and contribute to the improvement of IT services. Continuous learning and adaptation to new technologies are vital for success in this role. The ideal candidate will demonstrate a blend of technical expertise, customer service excellence, and a collaborative spirit. This role requires extensive familiarity with Windows systems, Microsoft 365 and frequently involves both risk assessment and user support tasks. IT support specialists leverage their expertise with the Windows operating system to develop and deploy PCs, support day-to-day system performance, and prevent data loss and unauthorized access.

Requirements

• Bachelor’s degree in computer science, information technology, or a related field; or equivalent experience.
• Collaborates with IT teams for complex issue resolution and process improvement.
• Acts as a liaison between the IT department and other business units, ensuring aligned objectives.
• Assists in vendor interactions under supervision, learning the basics of vendor communication and the importance of aligning vendor solutions with organizational needs.
• Contributes to IT knowledge base by documenting frequent user queries and resolutions.

Nice To Haves

• CompTIA A+
• COMTIA Network+
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified Professional (MSP)
• Cisco Certified Network Associate (CNA)

Responsibilities

• Provide first-level contact and convey resolutions to user issues.
• Properly escalate unresolved queries to the next level of support.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
• Provides advice and guidance to colleagues regarding incidents.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
• Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network.
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines.
• Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients.
• Create, maintain, and distribute reports of progress to senior leadership.
• Maintain ticketing system with up-to-date solutions and clear record of activities.

Benefits

• Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
• Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
• PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
• Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
• Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
• Wellness Program: We promote a healthy lifestyle with our wellness program.
• Catered Lunches: Enjoy delicious catered lunches regularly.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level