Service Desk Technician

The Service Desk Technician provides first- and second-level IT support to employees and helps maintain the day-to-day operation of SMPDD’s technology environment. This role focuses on diagnosing and resolving issues across hardware, software, networks, user access, and connectivity.

Role Responsibilities

• Deliver first-level and second-level technical support to employees using a ticketing system, phone, email, and in-person assistance.
• Troubleshoot and resolve problems involving hardware, software, networking, connectivity, and user-access issues.
• Support and administer Google Workspace and Microsoft 365, including user accounts, email, applications, and related services.
• Assist with Active Directory user and computer account administration, permissions, and Group Policy-related issues.
• Troubleshoot and support core network services including DHCP and DNS, as well as general network connectivity.
• Support UniFi network equipment, including switches, wireless access points, and related network infrastructure.
• Provide support for VoIP phone systems, including extensions, voicemail, and related communication services.
• Support eFax and email encryption solutions, including troubleshooting related user issues.
• Assist with virtualized environments using Hypervisor environments.
• Diagnose and resolve workstation, laptop, printer, and peripheral hardware issues.
• Maintain complete and accurate records of support requests, troubleshooting steps, resolutions, and technical documentation.
• Prioritize and manage multiple service desk tickets while meeting established response and resolution expectations.
• Escalate complex issues when needed, while retaining ownership of the issue through completion.
• Assist with IT deployments, upgrades, maintenance, and other technology projects as assigned.
• Maintain strong organization and attention to detail when documenting systems, equipment, procedures, and support activities.
• Provide excellent customer service and communicate technical information clearly to users with varying technical knowledge.
• Perform other duties as assigned.

Required Technical Skills and Tools

This position works with Google Workspace, Microsoft 365, Active Directory, Group Policy, DHCP, DNS, UniFi, VoIP, eFax, email encryption, Hypervisor, and a ticketing system.

Work Location and Conditions

• Location: Gulfport, MS (onsite)
• Travel: Possible travel to all office sites
• In-person work: Required
• Physical demands: May require lifting and moving IT equipment (up to 50 lbs)
• Scheduling: After-hours support may be required during projects

Compensation

Salary: USD 45,000 to 50,000 per year

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance