The Service Desk Technician role is an entry-level position based in Secaucus, NJ (onsite), focused on managing enterprise customer tickets across internal and external case management systems. The position supports ticket assignment, updates, escalations, and SLA-driven follow-through while coordinating with broader support teams.

Role Overview

In this role, you will manage Enterprise tickets across internal and external case management systems. Key duties include assigning, updating, and escalating customer tickets, along with ownership of follow-up and engagement across support teams to ensure tickets are addressed within service-level expectations.

Responsibilities

Maintain customer tickets in the case management system and update the customer’s case management system.
Control the workflow for receiving, assigning, and completing internal tickets.
Ensure tickets include correct notes, categories, and statuses.
Verify that ticket resolution checklists are followed.
Monitor and stay updated on ticket resolution progress to support completion within SLA.
Ensure Field technicians follow all company standard operating procedures.
Support other internal teams as needed.
Identify opportunities for improvement.
Provide ongoing feedback and guidance.
Own the customer experience and drive initiatives for continuous improvement.

What You Will Do

Maintain and update customer tickets across internal and customer case management systems.
Manage intake, assignment, and completion of internal tickets.
Confirm accurate ticket notes, categories, and statuses.
Ensure resolution checklists are completed as required.
Track resolution progress against SLA timelines.
Support Field technicians’ adherence to standard operating procedures.
Coordinate with other teams to help resolve customer needs.
Continuously look for improvements and share guidance to strengthen outcomes.
Drive customer experience initiatives tied to process improvements.

Requirements

Follow procedures to communicate, report, and escalate incidents to appropriate Shift leads.
Learn the client’s business and maintain strong client focus to understand the impact of work performed on tickets and assigned tasks.
Have a fundamental understanding of computer architecture, including CPU, power supply, memory, graphics cards, and flash memory.
Be technically curious and focused on expanding knowledge within the enterprise computing environment.
Have experience working in an IT support environment.
Demonstrate analytical, problem-solving, and detail-oriented working habits.
Maintain strong oral and written communication skills.
Use proactive, positive, deliberate, and focused thinking to manage daily work.
Contribute to an effective team environment by sharing information, participating in regular team meetings, asking questions, and staying apprised of others’ work status.

Minimum Qualifications

Computer or server hardware knowledge, including an understanding of component and system-type failures.
Preferred: Associate degree in IT, Computer Science, Electronics, or a related field; relevant technical certifications such as A+, Network+, or Server+; or equivalent experience.
Preferred: 1+ years of experience in hardware testing and break-fix.
1+ years of experience operating in an IT support environment.
Comfort working with the 365 suite of tools.

Tools and Technology

365 suite of tools

Benefits

Competitive base salary
Performance-based annual bonus eligibility
401(k) retirement savings plan
Tuition reimbursement for eligible education programs
Comprehensive medical, dental, and vision coverage with access to leading providers
Mental health resources and employee wellness support programs
Company-paid life and disability insurance
Paid time off (PTO) and company-paid holidays
Parental leave and family care support programs
Structured training programs and on-the-job learning opportunities
Matching gifts and volunteer programs to support causes you care about

Service Desk Technician

Job Description