Service Desk Technician

You will own

Technical Support

• Respond to incoming support requests via phone, email, the ticketing system, and in person. Next
• Diagnose and resolve basic hardware issues, including desktops, laptops, printers, and peripherals.
• Administer Microsoft 365 and Entra ID: mailboxes, licensing, security groups, shared resources, and basic Purview/compliance tasks
• Troubleshoot common software problems in standard business applications.
• Handle password resets, account lockouts, and access permission requests.
• Provide basic network connectivity troubleshooting.

End User Services

• Set up and configure new workstations and equipment for employees.
• Install, update, and maintain standard software applications.
• Create and maintain user accounts in accordance with IT policies.
• Support mobile device setup and troubleshooting.
• Provide training and guidance to users on basic technology functions.

Escalation & Collaboration

• Identify issues that require escalation to Tier 2 or specialist teams, and follow established escalation procedures and timelines.
• Collaborate with other IT team members to resolve complex issues.
• Participate in knowledge sharing and team meetings.

Documentation & Service Quality

• Document all support interactions accurately in the ticketing system, maintaining documentation accuracy of 95% or higher.
• Acknowledge new support requests within 30 minutes during business hours.
• Resolve or escalate 80% of Tier 1 issues within 4 hours, and maintain a first-contact resolution rate of 70% or higher.
• Maintain a user satisfaction rating of 4.0 or higher on a 5-point scale.
• Complete all required follow-ups within 24 hours.
• Contribute solutions and documentation to the internal knowledge base.

Our ideal Service Desk Technician has the following qualifications

• Working knowledge of Windows and macOS operating systems.
• Solid working knowledge of Microsoft 365 administration
• Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
• Experience with Active Directory user management.
• Comfort using remote support tools.
• A systematic troubleshooting approach and the ability to research and apply solutions independently.
• Good judgment about when to escalate versus continue troubleshooting.
• Strong written and verbal communication skills, including the ability to explain technical concepts in non-technical terms.
• Patience and empathy when working with frustrated users, and a professional, customer-service-oriented demeanor.
• Effective time management and prioritization.
• Consistent attendance and punctuality, availability during scheduled core support hours, and willingness to join an on-call rotation if applicable.
• Commitment to IT security policies and to keeping sensitive information confidential.
• Interest in continued learning, including completing assigned training on time and staying current with supported technologies.

Pay and benefits

This role is based in Columbia, South Carolina and will operate on a hybrid basis, with a base compensation range of $55,000-65,000.

We are looking for someone who takes ownership of every ticket, from first contact through resolution or a clean handoff. The right candidate consistently meets performance targets, learns from past incidents to improve future responses, looks for ways to improve our processes, and leaves users with a positive experience. This role is a foundation for a career in IT, with potential progression to Tier 2 Support, specialized technical roles, or other IT paths based on performance, interest, and organizational needs.