Service Desk Technician I

Careerscape is recruiting on behalf of our client, a logistics technology firm, for a Service Desk Technician I to join their growing IT support team. This is a great entry point into a fast-moving tech environment where you will be the first line of support for employees across the organization, logging incidents, troubleshooting common hardware and software issues, and escalating more complex problems to senior technicians.

Day to day, you will spend your time on the phone, in chat, and in a ticketing queue helping colleagues get back to work quickly, whether that means resetting a password, walking someone through a software install, or diagnosing a connectivity issue. People who thrive in this role are patient, curious, and enjoy solving small puzzles all day long, and they take pride in clear communication and following through until an issue is truly resolved.

Responsibilities

• Log all incoming support requests accurately in the ticketing system
• Provide first-level troubleshooting for hardware, software, and network issues
• Reset passwords and manage basic user account requests in Active Directory
• Guide end users through step-by-step solutions via phone, chat, and email
• Escalate unresolved or complex issues to Tier II and Tier III support
• Document troubleshooting steps and resolutions for the internal knowledge base
• Monitor ticket queues to ensure service level agreements are met
• Assist with basic setup and configuration of laptops, peripherals, and software
• Communicate ticket status updates clearly to end users
• Identify recurring issues and flag trends to senior IT staff

Requirements

• High school diploma or equivalent required, associate degree in IT a plus
• Basic understanding of Windows operating systems and common business software
• Strong verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Comfortable working independently in a remote environment
• Basic familiarity with ticketing systems or willingness to learn
• Strong attention to detail and organizational skills
• Ability to prioritize and manage multiple tickets at once
• Customer service experience preferred but not required

Benefits

• Medical, dental, and vision insurance
• 401k plan with employer match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling
• Home office equipment stipend
• Paid training and certification support
• Career growth path into Tier II and Tier III support roles
• Employee assistance program
• Collaborative, supportive team culture
• Opportunities for skill development in a technology-driven industry