Service Desk Technician

The Service Desk Technician role at Lyra Technology Group is built around being the first point of contact for technical support. This position supports end users across hardware, software, and connectivity topics while administering key Microsoft services. Based in Columbia, SC with a hybrid work arrangement, you will work toward strong service performance targets and progress toward Tier 2 support as issues become more complex.

How you’ll help users

• Respond to incoming support requests via phone, email, the ticketing system, and in person.
• Diagnose and resolve basic hardware issues for desktops, laptops, printers, and peripherals.
• Troubleshoot common software problems in standard business applications.
• Handle password resets, account lockouts, and access permission requests.
• Provide basic network connectivity troubleshooting.
• Support mobile device setup and troubleshooting.
• Set up and configure new workstations and equipment for employees.
• Install, update, and maintain standard software applications.
• Create and maintain user accounts in line with IT policies.
• Provide training and guidance to users on basic technology functions.

Microsoft support and administration

• Administer Microsoft 365 and Entra ID, including mailboxes, licensing, security groups, and shared resources.
• Perform basic Purview/compliance tasks.

Escalation, collaboration, and knowledge sharing

• 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.
• Contribute solutions and documentation to the internal knowledge base.

Documentation and service quality expectations

• 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.
• 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.

What you bring

• 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 ability to research and apply solutions independently.
• Good judgment about when to escalate versus continue troubleshooting.
• Strong written and verbal communication skills, including explaining technical concepts in non-technical terms.
• Patience and empathy when working with frustrated users, with 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 keeping sensitive information confidential.
• Interest in continued learning, including completing assigned training on time and staying current with supported technologies.

Tools and technologies

• Microsoft 365, Entra ID, Purview
• TCP/IP, DNS, DHCP
• Active Directory, Windows, macOS

Salary: USD 55,000 - 65,000 per year.