Service Desk Technician Ardán Inc.

Summary:

The Service Desk Technician (Level 1) serves as the first point of contact for all IT-related incidents service requests and basic operational support. This role is responsible for triaging resolving and documenting common technical issues before escalating more complex matters to Desktop Support or other IT teams. The ideal candidate has strong customer service skills foundational technical knowledge and the ability to clearly communicate solutions to both technical and non-technical users in a fast-paced environment.

Essential Functions:

• Serve as the first-line support for IT incidents and requests via phone email and ticketing system
• Troubleshoot and resolve basic hardware software account access and connectivity issues
• Accurately log track and document all incidents actions taken and resolutions in the ticketing system
• Perform initial issue triage and escalate unresolved or complex issues to Desktop Support or appropriate IT teams
• Reset passwords and manage basic user access in Active Directory Office 365 VPN and other systems
• Assist users with common applications printers mobile devices and peripherals
• Follow established escalation procedures service level agreements (SLAs) and IT policies
• Provide clear professional communication to end users regarding issue status and next steps
• Support new employee onboarding by preparing shipping or deploying equipment and ensuring basic access is provisioned
• Maintain accurate asset information and assist with inventory tracking as assigned
• Assist with routine operational tasks such as account terminations equipment intake and basic system checks
• Identify recurring issues and trends and communicate them to senior team members
• Deliver a high level of customer service and professionalism in all interactions
• Work collaboratively with team members Desktop Support and management
• Be punctual dependable and able to manage multiple tickets and priorities effectively
• Perform other related duties as assigned

Education and Experience:

• 12 years of experience in a Helpdesk Service Desk or customer-facing technical support role
• Strong customer service background with a focus on issue resolution
• Experience using IT ticketing systems (preferred)
• Basic knowledge of:
• Windows 10 / Windows 11
• Microsoft Office 365
• Active Directory (password resets basic user management)
• VPN and remote access tools
• Printers mobile devices and common peripherals
• Familiarity with Citrix or virtual desktop environments is a plus
• Relevant certifications (CompTIA A ITF or similar) are a plus

Required skills and competencies:

• Strong troubleshooting and problem-solving skills
• Ability to explain technical concepts in clear simple terms
• Excellent verbal and written communication skills
• Strong listening and customer service skills
• Ability to follow procedures and escalation paths
• Detail-oriented with strong documentation habits
• Ability to manage multiple tickets and priorities efficiently
• Self-motivated reliable and eager to learn
• Comfortable working in a fast-paced team-oriented environment
• Ability to accept feedback and grow professionally

Physical Demands

• The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job the employee is regularly required to talk or of workis performedin an office environment with some fieldwork employee is occasionally required to stand; walk;crawl underadesk climb laddersuse hands and fingers to type handle or reach. The employee must frequently lift and/or move up to 50 pounds.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodationsmaybe madeto enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

NOTE: This job descriptionis not intendedto be an exhausted list of duties responsibilities or qualifications associated with the job.

Required Experience:

IC