IT Service Desk Technician

Company Overview:

S&N Communications, Inc. is a dynamic leader in infrastructure solutions, dedicated to delivering high-quality services across industries such as telecommunications, power distribution, and underground utilities. Committed to innovation and excellence, we prioritize integrity, craftsmanship, and the continuous growth of our talented team.

Job Overview:

The IT Service Desk Technician is responsible for delivering first-line technical support to end users, ensuring efficient resolution of routine IT issues and maintaining high levels of customer satisfaction. This role focuses on troubleshooting, incident management, and ticket documentation while supporting user onboarding, asset tracking, and system maintenance. The position plays a critical role in maintaining operational continuity by resolving common technical issues and escalating more complex incidents to higher-level support members.

Key Responsibilities:

Serve as the first point of contact for end users by receiving, tracking, and responding to support requests via phone, email, and ticketing systems. Troubleshoot, diagnose, and resolve technical issues related to hardware, software, and devices; escalate complex issues as needed. Install, configure, upgrade, and support hardware, software, and mobile devices. Perform onboarding and offboarding tasks, including provisioning and decommissioning user accounts, systems, and equipment. Support basic account management activities to include password resets, permissions, and MFA assistance. Accurately document incidents, requests, and resolutions in the ticketing system and contribute to the knowledge base. Provide excellent customer service through clear communication and timely follow-up to ensure user satisfaction. Follow established IT policies, procedures, and security best practices. Manage and track IT assets across locations, ensuring accurate inventory and lifecycle management. Research and recommend technology improvements to enhance end-user productivity. Perform other duties as assigned.

Qualifications:

Strong problem-solving aptitude with the ability to follow established troubleshooting processes and adapt to new situations. Excellent communication and interpersonal skills, with patience and the ability to support users with varying levels of technical knowledge. Strong customer service mindset with a commitment to delivering a positive user experience. Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment. Strong attention to detail, including maintaining accurate and well-documented processes and ticket updates. Basic understanding of computer systems, mobile devices, and standard business applications (e.g., Microsoft 365, email systems, web browsers). Basic knowledge of networking concepts (Wi-Fi, IP addressing, connectivity troubleshooting). Basic understanding of cybersecurity practices, including password security, multi-factor authentication (MFA), and phishing awareness. Familiarity with troubleshooting common hardware, software, and connectivity issues. Experience using or familiarity with ticketing systems or service desk tools is a plus. Basic understanding of PowerShell or scripting concepts for IT automation is a plus. Technical certifications (e.g., CompTIA A+) or relevant coursework are preferred. Join us in this vital role where your technical expertise will empower our team to operate efficiently! We value proactive problem-solvers who thrive on delivering exceptional service while maintaining a positive attitude. If you're passionate about IT support and eager to grow your skills in a collaborative environment, we want to hear from you!

Pay:

From $55,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Education:

High school or equivalent (Required)

License/Certification:

Information Technology related Certification (Required) Shift availability: Day Shift (Required)

Work Location:

In person