Service Desk Technician

BEST Logistics Group is seeking a skilled IT Service Desk Technician providing technical support to end users through incident resolution, request fulfillment, and troubleshooting of hardware, software, and networking issues. This role is responsible for assisting in tickets through an ITSM platform, supporting Microsoft 365, laptop operating systems, computer imaging, and assisting with basic server and network troubleshooting as needed. The ideal candidate delivers excellent customer service while ensuring timely and professional technical support. Responsibilities

• Provide Tier 1-2 technical support for laptops, printers, and peripherals, both onsite and remotely.
• Monitor, troubleshoot, and resolve tickets using an IT service desk/ticketing system.
• Configure, image, and deploy Windows-based workstations using standard tools and cloning methods.
• Support user accounts, licensing, and collaboration tools within Microsoft 365.
• Perform hardware diagnostics, repairs, and upgrades on laptop systems.
• Assist with application and ERP system troubleshooting, escalating to higher-level support teams when necessary.
• Document issues, resolutions, and knowledge-base updates to improve service response.
• Support basic Windows Server and Active Directory tasks, including account provisioning and permissions. Qualifications
• A+ Certification or equivalent (CompTIA, Microsoft, etc.)
• 2+ years of IT service desk or technical support experience
• Experience with IT ticketing/service desk systems (ITSM platforms)
• Hands-on experience imaging/cloning computers and workstation deployment
• Strong knowledge of Microsoft 365 (accounts, apps, admin basics)
• Laptop hardware troubleshooting & repair experience
• Familiarity with Microsoft Server fundamentals (AD, file/print services)
• Working knowledge of computer networking concepts (TCP/IP, DHCP, DNS)
• Experience supporting business applications/ERP systemsPreferred Preferred Qualifications
• Mobile device support (iOS / Android / MDM experience)
• Server support exposure (virtualization, patching, backup workflows)
• CCNA, Network+ or equivalent networking certification
• Experience in transportation/logistics or warehouse technology environments
• Vendor management or service-provider coordination
• VOIP/contact center / unified communications support experience
• Familiarity with VOIP softphones and headset troubleshooting