Service Desk Technician I

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Respond to incoming client troubleshooting inquiries via calls and emails

• Deliver customer support and resolve issues for both Windows and Apple devices

• Collaborate with AI to verify and rectify automated solutions

• Oversee client service tickets from initial triage to resolution or escalation while adhering to service level objectives (SLOs)

• Provide updates on open tickets and keep clients informed about their status

• Manage the provisioning and deprovisioning of user accounts

• Prepare laptops and desktops for deployment

• Ensure client documentation is accurate and up-to-date

• Document clear and detailed case notes in the Ntiva ticketing system

• Identify and communicate potential issues or failure points within client systems and processes

• Review, enhance, and develop Standard Operating Procedures

• Employ AI-assisted tools as the primary method for triage, troubleshooting, and drafting client communications

• Test new internal AI features and workflows prior to broader implementation

• Recognize recurring ticket trends that could benefit from AI automation

• Offer structured feedback to internal AI tooling teams

• Mentor fellow technicians on effective utilization of AI tools

• Validate AI-generated solutions before applying them to client systems

⛳️ Requirements

• Minimum of 1 year of professional experience in the IT sector

• Strong problem-solving abilities with a keen interest in emerging AI tools and workflows

• Comfort in testing evolving AI tools as an early adopter and providing specific, actionable feedback

• Excellent organization and time-management skills

• Exceptional written and verbal communication abilities

• Capability to assess the business impact of technical issues and solutions

• Strong attention to detail when verifying AI-suggested resolutions

• Basic understanding of how AI tools generate responses and the necessity for technician review

• Ability to clearly document processes, outcomes, and feedback on AI tools

• Skill in explaining complex technical concepts in layman's terms

• Familiarity with Office 365 and Exchange Online administration

• Proficiency in navigating and administering Active Directory

• Working knowledge of Windows file shares, including SMB/CIFS

• Solid foundational troubleshooting skills across Microsoft desktop and server operating systems and common applications

• Basic networking troubleshooting skills, including Wi-Fi, VPN, and DNS/DHCP connectivity issues

• Professional communication skills in English, both written and verbal

• Ability to compose business correspondence and document processes

• Proficient in presenting information effectively and addressing questions from groups of managers, clients, and the general public

• Preferred: Associate’s Degree in Computer Science, Information Systems, Engineering, or a related field

• Desired certifications: CompTIA A+, Network+, Security+

• Must verify identity and eligibility to work in the United States

• Employer cannot sponsor or assume sponsorship of an employment visa

• Must set up a dedicated, safe, and secure workspace for remote work

🏝️ Benefits

• Medical benefits

• 401(k) eligibility

• Paid Time Off (PTO)

• Remote work arrangement

• Dedicated safe workspace requirements and remote-work support