Service Desk Technician

Service Desk Technician Solve IT Solutions, LLC Wyomissing, PA Job Details Permanent | Full-time $23.00 - $25.50 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Flexible spending account Vision insurance 401(k) matching Life insurance Referral program Qualifications Teamwork Microsoft Outlook Windows DHCP Driver's License Attention to detail Computer networking DNS Microsoft Teams SharePoint VPN Full Job Description Position Summary The Service Desk Technician is the front line of service delivery for our Managed Services clients. This role is responsible for responding to incoming service requests, performing initial troubleshooting and resolution, documenting work accurately, and escalating issues appropriately. The Service Desk Technician plays a critical role in client satisfaction by providing prompt, professional, and effective support while ensuring adherence to service standards, SLAs, and internal processes. This position is ideal for an entry‑level to early‑career IT professional who enjoys helping users, learning new technologies, and working in a fast‑paced MSP environment. Key Responsibilities Client Support & Issue Resolution Serve as the first point of contact for inbound service requests via phone, email, and ticketing system Perform initial triage, troubleshooting, and resolution of common IT issues, including: Password resets and account lockouts Email and Microsoft 365 issues Basic workstation, printer, and peripheral issues Connectivity and VPN problems Resolve issues within defined scope and time expectations whenever possible Ticket Management & Documentation Accurately document all work performed, troubleshooting steps, and resolutions in the PSA/ticketing system Ensure tickets are properly categorized, prioritized, and updated in accordance with SLA requirements Acknowledge, accept, and update tickets in a timely and professional manner Escalate tickets that exceed Tier 1 scope, complexity, or time thresholds with clear documentation Escalation & Collaboration Identify when issues require escalation to higher‑tier technicians or engineers Provide concise, thorough handoff notes to ensure smooth transitions during escalation Collaborate with Service Manager, service coordinators and senior technicians to maintain workflow efficiency Client Experience & Communication Communicate clearly, professionally, and empathetically with clients at all times Set appropriate expectations regarding timelines, next steps, and follow‑up Maintain a calm and solution‑oriented demeanor, especially during high‑priority or stressful situations Process & Continuous Improvement Follow established MSP processes, security standards, and best practices Identify recurring issues or patterns and communicate them to the Service Manager Participate in training, documentation updates, and ongoing skills development Required Skills & Qualifications 1-3 years of experience in IT support, service desk, or MSP environment (preferred) Strong understanding of: Windows 10/11 operating systems Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Basic networking concepts (DNS, DHCP, VPN) Excellent written and verbal communication skills Strong customer service mindset with attention to detail Ability to manage multiple tickets and priorities effectively Preferred Qualifications Experience using ticketing or PSA systems CompTIA A+, Network+, or similar entry‑level certifications Basic knowledge of cybersecurity best practices Knowledge of Microsoft 365 administration, Active Directory, Entra ID and Azure Experience supporting small to mid‑sized business environments Core Competencies Professional and dependable Organized and process‑driven Curious and eager to learn Strong problem‑solving skills Team‑oriented with accountability for assigned work Working Conditions Primarily remote support with occasional onsite visits as needed Standard business hours with participation in on‑call rotation Fast‑paced, client‑focused environment with evolving technical challenges

Pay:

$23.00 - $25.50 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Life insurance Referral program Vision insurance Application Question(s): Would you be willing to submit to background checks?

Experience:

Service Desk Support:

1 year (Required) Microsoft 365: 1 year (Required)

License/Certification:

Driver's License (Required) Ability to

Commute:

Wyomissing, PA (Required)

Work Location:

In person