Service Desk Technician

Summary/Objectives

TECHNICAL SERVICE DESK SUPPORT

Provide Tier-1 level support for client reported IT issued via phone email remote access or ticketing system.

Troubleshoot and resolve Tier-1 technical IT-related issues including hardware software network and account-related problems.

Escalate complex issues to Tier-2 or Tier-3 support ensuring detailed and accurate documentation of steps taken.

ONSITE SUPPORT

Travel to client sites for hands-on troubleshooting hardware setup and configuration and network configurations as needed.

Ensure smooth resolution of onsite issues that cannot be addressed remotely.

CUSTOMER SERVICE

Deliver outstanding customer service with clear communication and professionalism in all interactions.

Proactively follow up on open service tickets to ensure resolution and client satisfaction.

Provide a client-focused mindset with a strong commitment to resolving issues efficiently and effectively.

ON CALL ROTATION

Participate in a compensated week-long on-call rotation to provide after-hours support to clients.

Address urgent client issues and ensure minimal disruption to client operations during off-hours.

DOCUMENTATION AND REPORTING

Document troubleshooting steps solutions and client interactions in the ticketing system.

Contribute to the knowledge base by creating and updating technical documentation.

COLLABORATION AND TRAINING

Work closely with internal teams to address recurring issues and improve processes.

Participate in training sessions to stay updated on relevant tools and technologies.

Essential Functions

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

Proficiency with Windows and MacOS operating systems Microsoft 365 and Active Directory.

Basic Knowledge of networking concepts including routers switches wireless access points and firewalls.

Familiarity with ticketing systems and remote support tools in general.

Experience with ConnectWise and Kaseya tools is a strong plus.

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 RJ Young footprint as required.

Required Education and Experience

High School diploma or equivalent; associates or bachelors 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.

CompTIA A or equivalent are preferred but not required.

Preferred Education and Experience

One year or more of experience working in an MSP environment.

Experience with ConnectWise and Kaseya platforms

Work Authorization/Security Clearance (if applicable)

Must be a US citizen and pass a background check and drug screening.

AAP/EEO Statement

RJ Young 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.

Required Experience:

IC