Service Desk Technician

Summary/Objectives

The Support Desk Technician provides frontline IT support to clients through a combination of remote and onsite services. This position serves as a Tier-1 support resource, responsible for resolving common technical issues, escalating complex problems appropriately, and delivering a high level of customer service. The role requires strong communication skills, technical aptitude, attention to detail, and a commitment to timely issue resolution and client satisfaction.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide Tier-1 support for client-reported IT issues via phone, email, remote access, and ticketing systems.
• Troubleshoot and resolve basic hardware, software, network, and account-related issues.
• Escalate complex or unresolved issues to Tier-2 or Tier-3 support with clear, accurate documentation of troubleshooting steps taken.
• Travel to client sites as needed to perform hands-on troubleshooting, hardware setup and configuration, and basic network-related tasks.
• Ensure efficient resolution of onsite issues that cannot be addressed remotely.
• Deliver professional, courteous, and effective customer service in all client interactions.
• Proactively follow up on open service tickets to ensure timely resolution and client satisfaction.
• Participate in a compensated, rotating on-call schedule to provide after-hours support and respond to urgent client issues.
• Accurately document troubleshooting steps, resolutions, and client interactions in the ticketing system.
• Contribute to the internal knowledge base by creating and updating technical documentation.
• Collaborate with internal teams to identify recurring issues, improve processes, and support continuous service improvement.
• Participate in training and development activities to stay current with tools, technologies, and best practices.
• Demonstrate proficiency with Windows and macOS operating systems, Microsoft 365, and Active Directory.
• Apply basic knowledge of networking concepts, including routers, switches, wireless access points, and firewalls.
• Utilize ticketing systems and remote support tools effectively; experience with ConnectWise and Kaseya is preferred.

Work Environment

Hybrid work schedule upon completion of training and probationary period, typically three days in office and two remote, subject to manager approval.

Physical Demands

Ability to lift and carry computer and networking related hardware.

Position Type/Expected Hours of Work

Full time, with included on-call rotation.

Travel

Travel within the Velocity1 footprint as need; less than 10%.

Required Education and Experience

• High School diploma or equivalent; associates or bachelor's degree in IT or a related field is a plus.
• At least one year of experience in a technical support of service desk role, preferably within an MSP environment.

Preferred Education and Experience

• One year or more of experience working in an MSP environment.
• Experience with ConnectWise and Kaseya platforms.
• CompTIA A+ or equivalent are preferred but not required.

Work Authorization/Security Clearance (if applicable)

Must be a US citizen.

AAP/EEO Statement

Velocity1 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.