Service Desk Technician (Remote)

Who is Trace3

Trace3 is a leading Transformative IT Authority providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate Automate Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine California. We employ more than 1200 people all over the United States. Our major field office locations include Denver Indianapolis Grand Rapids Lexington Los Angeles Louisville Texas San Francisco.

Ready to discover the possibilities that live in technology

Come Join Us!

Street-Smart-Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the big picture. We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice -The Stuff it takes to be a Needle Mover

We get things done and drive results. We lead without a title empowering others through a can-do attitude. We look forward to the goal mentallymapping outevery checkpoint on the pathway to success and visualizing what the final destination looks and feels like.

Teamwork -Humble Hungry and Smart

We are humble individuals who understand how our job impacts the companys mission. We treat others with respect admit mistakes give credit where its due and demonstrate transparency. We bring the weather by exhibiting positive leadership and solution-focused thinking. We hug people in their trials struggles and failures not just their success. We appreciate the individuality of the people around us.

About the Role:

The Service Desk Technician will provide services and support for a wide variety of customers including multiple subscribers to the Companys monitoring and contract Service Desk addition this position will act as a customer liaison for the Service Desk team as assigned. This position will also be responsible for updating runbook documentation as required or requested.

What Youll Do:

• Monitor ticketing system service boards inbound email and receive inbound phone calls.
• Support multiple customer environments.
• Troubleshoot basic end-user desktop issues.
• Act on requests and notifications in accordance with defined procedures which vary by client.
• Self-manage assigned tasks in accordance with Service Desk guidelines.
• Create and manage workflow incidents within approved ticket and monitoring solutions.
• Create and escalate incident response tickets.
• Assist with new hire training.
• Serve as an escalation point forAssociate Service Desk Technicianswhen issues arise withincidents.

REQUIRED SKILLS AND EXPERIENCE:

• A high school diploma or GED is required.
• A minimum of 2 years of experience with various IT systems and applications.
  • Microsoft Active Directory Outlook Exchange O365 and others.
  • Various VPN technologies end-user computing systems and peripherals.
• Certifications: CompTIA A Network ; MS-900 (Microsoft 365 Fundamentals) preferred.
• DNS knowledge and how it applies to network devices.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to constantly adapt to rapid change.
• Intuitive ability to gather data diagnose and troubleshoot end-user technology.
• Ability to confidently explain and deliver complex recommendations.
• Personally and professionally self-motivated.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong desire to exceed customer service and expectations.
• Strong documentation skills for tasks that will ultimately improve the teams knowledge base.

The Perks

• Comprehensive medical dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match 529 College Savings Plan Health Savings Account Life Insurance and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of Trace3s DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership character and passion in all that we do.

Were committed to fostering an inclusive workplace where everyone feels respected valued and empowered to grow. We recognize that embracing diversity drives innovation improves outcomes fosters collaboration boosts teammate satisfaction and builds a more inclusive culture.

As an equal opportunity employer Trace3 bases all employment decisions based on individual qualifications merit and business requirements. We do not engage in discrimination on the basis of race color religion sex (including gender identity sexual orientation and pregnancy) national origin age (40 or older) disability genetic information or any other characteristic protected by federal state or local law.

Any demographic information provided is strictly voluntary kept confidential in accordance with Equal Employment Opportunity (EEO) regulations and will not be used in employment decisions including hiring promotions or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview please email.

***To all recruitment agencies:Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.