Service Request Technician - Entry Level IT Help Desk

This entry-level Service Request Technician role supports IT managed services customers by handling service desk requests and assisting with incident resolution. The position is hybrid in Sewickley, PA, with a path toward greater responsibilities, including participation in an on-call rotation.

Role Overview

As a Service Request Technician, you will manage incoming requests through calls, web chat, and email, work through assigned tickets, and help resolve incidents based on priority. Over time, you may assist with higher-level tickets and support colleague development. The role also includes professional growth expectations through certifications and performance review goals.

Key Responsibilities

• Work your pending tickets and assist others as needed and as capable through inbound calls, web chat, or email.
• Follow ticket and incident handling that addresses items from the oldest to newest based on priority.
• Deliver excellent customer service while communicating with clients and colleagues.
• Participate eventually in an on-call rotation.
• Support professional and continuing education goals as outlined in Performance Reviews.
• May be scheduled to be deployed to a client site during work hours; client sites are local to the Pittsburgh area.
• Maintain a hybrid work schedule: three days remote and two days in the office each week.
• Acquire required certifications.

Required Qualifications

• Ability to collaborate with clients to gather information and provide the best solution to their IT problem.
• Provide assistance with higher level tickets and mentor colleagues working on lower-level tickets.
• Maintain a positive attitude and act professionally with colleagues and clients.
• Excellent verbal and written communication skills.
• Strong investigative, research, and troubleshooting skills.
• Ability to work independently to meet strict SLA and project deadlines, with timely updates to Management when needed.
• Ability to read and react in a high-stress environment.
• Capability to identify critical issues and follow due process to escalate or resolve.
• Ability to prioritize and balance tasks while taking incoming calls and using between 2 to 5 software programs at a time.
• Comfort working onsite face to face with customers with proper professional dress.
• Willingness to earn additional certifications that the company pays for.
• Associate or bachelor’s degree in the IT field or a related area of study.
• Customer service experience: 2 years (Required).
• Education: Associate degree (Required).
• Valid driver’s license: Required.
• Personal auto insurance as required by law.
• Personal, secure, and reliable internet connection.
• Willingness to travel: 50% (Preferred).

Preferred / Additional Skills

• Technical certifications a plus: Microsoft, Cisco, CompTIA.
• One plus years’ experience with Microsoft, Office365, hosted email, Mimecast (email filtering), and end user support.
• Solid liaison to 3rd party vendors.

Technologies

• Microsoft
• Office365
• Hosted email
• Mimecast
• End User Support
• Microsoft / Cisco / CompTIA

Work Location and Schedule

Sewickley, PA (Hybrid). Three days are scheduled remote and two days are scheduled in the office each week. The role may include deploying to local client sites in the Pittsburgh area during work hours.

Hybrid remote area: Sewickley, PA 15143.

Compensation

Starting at USD 40,000 per year (Nonexempt). Salary range listed: from $40,000.00 per year.

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• 401K Retirement Plan
• 15 Days Paid Time Off and Seven Paid Holidays (Includes your Birthday)
• Paid Professional Development Opportunities
• Ongoing Professional Development Opportunities
• Performance Incentives and customer recognition
• 401(k) matching
• Paid time off
• Professional development assistance