Service Desk Support, Intermediate

The IT Service Desk supports remote users with customer-focused assistance across computer, network, software, and peripheral issues within an advanced network environment. This intermediate role provides technical support by phone and chat, manages service cases, and contributes to knowledge and process improvements.

Role Overview

In this position, you will diagnose and troubleshoot end-user and service-related issues, maintain ticket status updates, and support operational reporting. You will also develop, document, and maintain support procedures and customer service guidelines for remote IT support.

Key Responsibilities

• Follow established security, governance, and risk management requirements while providing technical support.
• Deliver telephone and chat support, including diagnostics and troubleshooting for computers, network services, and related peripherals used by local and remote users.
• Provide end-user support and general training for commercial and internally developed software.
• Maintain accurate case status updates and provide operational metric reports to management.
• Develop, document, implement, and audit standard operating procedures and customer service guidelines for remote IT support.
• Meet established productivity, quality, and service-level targets.
• Support customer satisfaction goals through accurate, timely, and professional service.
• Create and maintain clear, accurate knowledge articles.
• Act as a subject matter expert for assigned critical business functions and services.
• Perform other duties as assigned.

Required Qualifications

• 3 years of work experience is required.
• Associate degree or an equivalent combination of education and experience is preferred.

Preferred Qualifications

• 2 years of service desk experience in a high-volume, IVR-based contact center.
• Working knowledge of Active Directory, Microsoft Exchange Admin Center, Microsoft Azure, and ServiceNow.
• Basic knowledge and troubleshooting experience with Microsoft 365 applications.
• Experience supporting macOS devices.

Technology Stack

• Active Directory
• Microsoft Exchange Admin Center
• Microsoft Azure
• ServiceNow
• Microsoft 365
• macOS
• IVR

Hybrid Work Model and Location

• Location: El Dorado Hills, CA (hybrid).
• This role requires employees to be in-office based on the hybrid workplace model, typically two days per week.
• Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

Physical Requirements

• Office Environment: roles involving part to full time schedule in an office environment.
• Based in physical offices and work from home office/deskwork: sedentary activity level, with frequency for most of the work day.

Compensation

Hourly pay range: $23 to $33 USD per hour.