IT Service Desk Technician

Position Summary:

The IT Service Desk Technician is responsible for providing first-line technical support to end users and triage of technical requests (tech reqs). This role ensures timely resolution of hardware, software, and network issues while delivering excellent customer service and maintaining high user satisfaction. Position is located in Mitchell, SD.

Position Responsibilities:

Provide first-level technical support via phone, email, chat, or ticketing system Diagnose and troubleshoot hardware, software, and connectivity issues Log, track, and document incidents and service requests in the ticketing system Escalate complex issues to Tier 2 or 3 support teams as needed & ensure ticket resolution Install, configure, and maintain desktops, laptops, printers, and mobile devices Support common operating systems (Windows/macOS) and business applications Assist with user account setup, password resets, and access permissions Maintain IT asset inventory and documentation Perform additional assignments as directed by

IT Director Required Skills:

Strong troubleshooting and problem-solving skills Knowledge of Windows OS, Microsoft 365, and basic networking Familiarity with ticketing systems Good understanding of Active Directory and user account management Excellent verbal and written communication skills Customer service orientation

Core Competencies:

Customer focus Technical aptitude Attention to detail Time management Team collaboration

Adaptability Education/Experience:

Associate's or Bachelor's degree in IT, Computer Science, or related field 1-3 years of experience in IT support or help desk role