Service Desk Technician

Job Description

LRS Consulting is on the hunt for a Service Desk Technician to deliver customer-focused technical support and resolve end-user issues across the organization. This role provides Tier 1 and Tier 2 support for Microsoft technologies ServiceNow and emerging AI-enabled support tools such as Microsoft Copilot Studio.

Responsibilities

• Respond to support requests via phone and ServiceNow.
• Troubleshoot resolve and document Tier 1 and Tier 2 incidents and service requests.
• Support Windows devices Microsoft 365 Entra ID Teams VPN and mobile devices.
• Manage user accounts access requests onboarding/offboarding and password resets.
• Escalate complex issues as needed and maintain SLA compliance.
• Create and maintain knowledge articles and user documentation.
• Support AI-enabled self-service solutions and contribute to process improvement automation and knowledge management initiatives.

Qualifications:

• Must have 12 years of IT Service Desk Desktop Support or related experience (or equivalent education/certifications).
• Must have strong customer service communication and troubleshooting skills.
• Must have working knowledge of Microsoft 365 Windows OS Active Directory/Entra ID networking fundamentals and mobile device support.
• Must have experience creating technical documentation for both technical and non-technical users.

The base range for this contract position is $28.00 - $38.00 per hour depending on experience; pay ranges are determined by role level and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range individual pay is determined by work location and additional factors including job-related skills experience and relevant education or training.

Equal Opportunity Employer: LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race color religion creed national origin sex age disability marital status gender identity domestic partner status sexual orientation genetic information citizenship status or protected veteran status.