SERVICE DESK TECHNICIAN

Cantey Technology Consulting, LLC supports clients and teams with a practical, service-first culture. In this Service Desk Technician role, you will deliver Tier 1/2 remote assistance, with the option to provide on-site coverage for critical emergencies when needed. You will also work within a process-driven environment that values Client First, clear documentation, and steady teamwork.

What you’ll do

• Configure, maintain, troubleshoot operating systems, management tools, and networking
• Research, diagnose, and resolve tier 1/2 technical issues
• Write and maintain client documentation as required
• Collaborate with team members and clients to resolve issues with minimal disruption, both remote and onsite when emergencies arise
• Monitor, organize, and manage ticket assignments
• Communicate problems, progress, and fixes to Service Desk team members
• Escalate and partner with Tier 2, vCIOs, and management when needed
• Maintain weekly deliverables and follow company processes and procedures, including 75% weekly Billable Utilization and more than 35 tickets closed weekly
• Turn in time sheets on time for review, and keep accurate time worked on tickets
• Answer the phone queue in a balanced way with the rest of the team

Core tools and technologies

• Microsoft Office 365 and email services
• Cisco and Cisco Meraki switching, routing, and VPN
• Backup software
• ConnectWise Manage (preferred for ticket management)
• Antivirus, antispyware, and advanced email security tools

How success is measured

This role is critical to daily operations and includes clear weekly expectations: 75% weekly Billable Utilization and over 35 tickets closed weekly. You will also maintain weekly deliverables, follow established processes, and ensure timekeeping is accurate and reviewed.

What you bring

• 5+ years of experience in a Service Desk role; 3 years of MSP experience preferred
• Working knowledge of Microsoft Office 365 products and email services
• Knowledge of Cisco or Cisco Meraki switching, routing, and VPN
• Experience managing backup software
• Experience with ticket management software; ConnectWise Manage preferred
• Ability to manage security products including Antivirus, Antispyware, and advanced email security tools
• Strong client communication and end-user troubleshooting skills
• Calm, helpful approach with attention to detail and disciplined documentation
• Ability to handle a high-pressure environment with a Client First mentality
• Minimum Associate’s Degree or equivalent experience
• Desired certifications: A+, Network+, Security+

Schedule and remote/on-site coverage

• Location: Hollywood, FL (remote)
• Working hours: 8 AM to 5 PM, M-F
• Typical workweek: 40-45 hours based on client demand, with occasional need to work past end time to support clients and update the ticket queue
• On-site coverage: Remote role, but if located in the Hollywood area, you may go on site for emergencies if the ticket is deemed critical
• On-call: Participation in an on-call rotation for emergencies and after-hours support once every 7 to 8 months (removed from rotation at year 6 of employment)

Benefits and support

• PTO: Years 1-4: 120 hours annually; year 5+: 160 hours annually
• PTO rollover: 40 hours allowed per year
• Year 7 sabbatical: 2 weeks in addition to PTO
• 7 paid holidays
• Competitive Health, Dental, and Vision insurance, plus expanded insurance options
• 401(k) Matching
• Mileage reimbursement
• Monthly cell phone/internet stipend
• Monthly gift card drawings based on positive customer feedback
• Tuition and training reimbursement
• Provided equipment to equip technicians with the tools needed to complete their job

Physical demands

• Ability to sit for long periods of time
• May require lifting up to 60 pounds
• Normal range of vision and hearing

Team values you’ll work by

• Client First: Respond quickly and build trust by operating ethically
• Process Oriented: Always think about the next step in the process
• Eager to Learn & Grow: Pick up the ball and run with it, try new things
• Positive Team Player: Work together to help clients and teammates
• Problem Solver: Find the root cause and fix it