Service Desk Technician

Job Summary:

The Service Desk Analyst will act as the first point of contact for client technical issues. The ideal candidate will possess strong troubleshooting skills, be highly organized, and have excellent communication abilities. Working in a fast-paced environment, the Service Desk Analyst will provide technical support, manage service tickets, and ensure client satisfaction by delivering timely solutions.

Education/Certification/Experience:

• 1-3 years of experience in an IT support role, preferably in an MSP environment.
• Certifications such CompTIA ITF+, CompTIA A+, or Microsoft Certified: Fundamentals, or comparable are a plus.
• Familiarity with Microsoft Windows desktop and server OS, Office 365, and Active Directory.

Skills and Abilities Required:

• Must have a positive, can-do attitude.
• Excellent communication skills, both verbal and written.
• Strong attention to detail and organizational abilities.
• Ability to handle multiple priorities and maintain a sense of urgency.
• Professional demeanor and client-focused mindset.
• Strong problem-solving skills and technical aptitude.
• Experience working with remote desktop support tools.
• Familiarity with networking concepts such as DNS, DHCP, and TCP/IP.
• Basic understanding of server and cloud technologies (e.g., Office 365, Azure).
• Ability to work independently or collaboratively as part of a team.
• Proactive approach to learning new technologies and troubleshooting methods.

Roles and Responsibilities:

Technical Troubleshooting & Support:

• Provide remote and on-site support for end-user hardware and software issues.
• Troubleshoot issues with Microsoft Windows operating systems, Office 365, network connectivity, printers, and other client technologies.
• Manage Active Directory accounts, group policies, and user permissions.
• Assist with routine maintenance tasks, such as software updates, system backups, and security patches.
• Screen and diagnose client PCs and servers: Troubleshoot hardware and software issues, ensuring prompt resolution.
• Install, configure, and upgrade hardware/software: Ensure clients’ systems are running efficiently and are up to date.
• Provide end-user troubleshooting: Resolve software-related issues, assisting clients with usage and problem-solving.
• Apply diagnostic techniques: Identify and investigate issues, determine root causes, and recommend effective solutions.
• Assist with email system administration: Manage client email services and configurations.
• Provide phone and help-desk support for incoming requests from remote users, delivering timely, high-quality service.

Client Communication & Client Service:

• Communicate clearly and professionally with clients, providing updates, gathering necessary information, and ensuring client satisfaction.
• Maintain a high level of client satisfaction by taking ownership of issues and seeing them through to resolution.
• Provide guidance and training to clients on common technical issues and tools when appropriate.
• Proactively communicate with clients and technical staff to keep them informed of progress and expectations.

Time Entry & Documentation:

• Ensure accurate and timely entry of time for all tasks and activities in ConnectWise, including detailed documentation of work performed.

Keep client documentation and ticket information up to date within the system to ensure seamless transitions and continuity across the team

At AGJ, we combine technical expertise with a client-focused approach to deliver unparalleled IT services. We don’t just fix IT problems—we build relationships, create trust, and serve our clients with excellence. Our team is committed to providing honest, tailored solutions that never oversell and always deliver on time. We prioritize both excellence and approachability, ensuring clients understand our services in simple terms.
We are not your typical IT company—we explain things in layman’s terms, making it simple for clients to understand. Our team is approachable, dedicated, and passionate about our work, ensuring that we consistently exceed client expectations. We work hard, but we also believe in maintaining a balanced and enjoyable work environment. This unique combination makes us a best-in-class IT provider, setting a new standard for the industry.
Note: This position requires a skills evaluation, background check, and drug screen.