Service Desk Technician

BEST Logistics Group is seeking a skilled IT Service Desk Technician providing technical support to end users through incident resolution request fulfillment and troubleshooting of hardware software and networking issues. This role is responsible for assisting in tickets through an ITSM platform supporting Microsoft 365 laptop operating systems computer imaging and assisting with basic server and network troubleshooting as needed. The ideal candidate delivers excellent customer service while ensuring timely and professional technical support.

Responsibilities

Provide Tier 12 technical support for laptops printers and peripherals both onsite and remotely.

Monitor troubleshoot and resolve tickets using an IT service desk/ticketing system.

Configure image and deploy Windows-based workstations using standard tools and cloning methods.

Support user accounts licensing and collaboration tools within Microsoft 365.

Perform hardware diagnostics repairs and upgrades on laptop systems.

Assist with application and ERP system troubleshooting escalating to higher-level support teams when necessary.

Document issues resolutions and knowledge-base updates to improve service response.

Support basic Windows Server and Active Directory tasks including account provisioning and permissions.

Qualifications

A Certification or equivalent (CompTIA Microsoft etc.)

2 years of IT service desk or technical support experience

Experience with IT ticketing/service desk systems (ITSM platforms)

Hands-on experience imaging/cloning computers and workstation deployment

Strong knowledge of Microsoft 365 (accounts apps admin basics)

Laptop hardware troubleshooting & repair experience

Familiarity with Microsoft Server fundamentals (AD file/print services)

Working knowledge of computer networking concepts (TCP/IP DHCP DNS)

Experience supporting business applications/ERP systemsPreferred

Preferred Qualifications

Mobile device support (iOS / Android / MDM experience)

Server support exposure (virtualization patching backup workflows)

CCNA Network or equivalent networking certification

Experience in transportation/logistics or warehouse technology environments

Vendor management or service-provider coordination

VOIP/contact center / unified communications support experience

Familiarity with VOIP softphones and headset troubleshooting