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Service Desk Technician II

1 month, 3 weeks ago
United States
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Active Directory
Apply Now
iT1

iT1

iT1 Source is a global IT solutions company founded in 2003, offering a wide range of services including software, hardware, training, consulting, procurement, and managed services. With a focus on data management, virtualization, connectivity, communi...

Internet Software & Services
51-250
Founded 2003
View All Jobs 5

Description

  • Provide first/second-line support via phone, email, and chat to employees of corporate clients.
  • Troubleshoot and resolve issues with Outlook, Microsoft Office products (Word, Excel, PowerPoint, Office 365) and Microsoft operating systems (Windows 7, Windows 10, Windows 11).
  • Configure and support mobile devices, including email synchronization and multi-device cloud data syncing.
  • Handle 50–60 incoming issues per day efficiently and document resolutions in the ticketing system (e.g., ConnectWise).
  • Use Active Directory for password resets and perform user account creations, terminations, and related tasks.
  • Assist users with adding and changing network printers and provide technical support for VPN and remote access connectivity issues.
  • Remotely control users’ computers using remote access tools to troubleshoot and resolve problems.
  • Navigate and utilize the knowledge base, maintain accurate documentation, and conduct work consistent with iT1 policies, values, and client service expectations.

Requirements

  • 3–5 years of experience in a call center or service desk environment.
  • Knowledge of PC hardware and software applications, including Windows 7, Windows 10, and Windows 11.
  • Experience supporting Microsoft Office products and email clients (Office 365, Outlook, Word, Excel, PowerPoint; Lotus Notes is a plus).
  • Experience with mobile device configuration, email sync, and cloud support for multiple devices.
  • Experience using Active Directory for user and password management.
  • Familiarity with ticketing systems such as ConnectWise and experience navigating a knowledge base.
  • Experience troubleshooting VPN, remote access connectivity, ISP/cable modem, and general Internet support.
  • Strong troubleshooting, documentation, organizational, time management, and prioritization skills.
  • Excellent oral, written, technical, and business communication skills and the ability to multitask in a fast-paced environment.
  • Completed High School Diploma/GED required; Associate Degree in a technical field is preferred.
  • Ability to reliably work the required remote shift: Friday–Monday, 12:00pm–10:30pm Arizona time.

Benefits

  • Health, vision, dental, and life insurance.
  • Paid vacation and paid holidays.
  • 401(k) plan with company match (eligible after 1 year of employment).
  • In-house fitness center.
  • Remote work schedule (position is remote; shift is Friday–Monday, 12:00pm–10:30pm AZ).

Interested in this position?

Apply directly on the company website

Apply Now

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