About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

---

Role overview

The Service Desk Technician (Tier 1) provides first-contact IT support for end users in a hybrid work environment. This entry- to early-career role focuses on troubleshooting common desktop, application, and connectivity issues, documenting incidents, and escalating complex problems. This is a hands-on position ideal for candidates who enjoy customer service and want clear growth paths into Tier 2 or other IT specialties.

---

What You’ll Do

• Troubleshoot Windows and macOS issues, standard business applications, printers, phones, and mobile devices.
• Support users by phone, Microsoft Teams chat, email, remote tools, and in person when required.
• Log, prioritize, and update incidents and service requests in the ticketing system; maintain clear, concise documentation.
• Perform routine user and device administration (password resets, account unlocks/creation, basic permission changes) using Active Directory or similar tools.
• Assist with workstation setup, hardware troubleshooting, and installation of standard software.
• Create and update knowledge base articles and documentation for recurring issues.
• Identify issues outside Tier 1 scope and escalate to Tier 2/3 with thorough notes on troubleshooting steps taken.
• Collaborate with IT team members to drive continuous improvement and meet service-level expectations.

---

Qualifications

• 1–2 years of help desk, service desk, technical support, or customer service experience preferred; strong-entry level candidates with technical aptitude are encouraged.
• High school diploma or GED required; relevant technical training or certifications preferred.
• Preferred: Associate’s or Bachelor’s degree in Computer Science, IT, or Information Systems.
• Commonly preferred certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, ITIL Foundation.
• Must be authorized to work in the United States.

---

Skills & Tools

• Basic knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365, email platforms, and standard business applications.
• Basic understanding of LAN/WAN, VPN, and Wi‑Fi fundamentals.
• Experience with Active Directory or similar identity management tools.
• Strong verbal and written communication; ability to explain technical issues in user-friendly language.
• Strong attention to detail for ticket documentation and ability to manage multiple requests in a fast-paced environment.
• Customer-service oriented, patient, and collaborative.

---

Compensation & Benefits

• Estimated pay: $31,475 per year (estimated).
• Benefits include: 401(k) matching, health/vision/dental insurance, and 20+ days paid time off annually.
• Hybrid work environment; occasional on-site work and ability to lift up to 15 pounds.

---

Growth & Career Path

• Clear pathway to Tier 2 support and other specialized IT roles.
• Exposure to broader systems, tools, and operational processes to build technical depth and professional skills.

---

Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.