Service Desk Technician

We are looking for a Service Desk Technician to join a growing support team. This role is suited for a Level 2 technician who can resolve escalated end-user issues, strengthen first-contact resolution, and bring solid networking knowledge to a fast-paced managed services environment. You will support a broad client base across multiple industries, troubleshoot technical problems across endpoints and connectivity, and help maintain secure, reliable IT operations during standard weekday business hours.

Responsibilities:

• Respond to incoming support requests by phone and ticketing systems, delivering timely assistance to end users and client organizations.
• Investigate workstation, access, printing, password, and remote connectivity issues, using structured troubleshooting to restore service efficiently.
• Review monitoring dashboards and system alerts throughout the day to identify developing problems and take corrective action before they escalate.
• Resolve advanced technical incidents independently whenever possible, escalating only complex Tier 3 matters to senior engineering resources.
• Support network-related troubleshooting involving VPN connections, firewall behavior, wireless performance, and internet access disruptions.
• Configure and maintain SonicWall firewall settings and Ubiquiti wireless access points in support of client environments, excluding physical installation work.
• Work within tools such as Kaseya One, Autotask, remote management platforms, and Microsoft administration portals to manage tickets and perform support tasks.
• Contribute to client security and continuity efforts by assisting with backup oversight, disaster recovery tools, phishing awareness solutions, and tenant administration.
• Help improve service desk effectiveness by actively reviewing open queues and identifying opportunities to increase first-call resolution and reduce repeat issues.