Ticketing Systems

Ticketing Systems Support Jobs

25 jobs found

18d ago

Helpdesk Technician I

Franklin Pierce University Rindge, NH

Rindge, NH

18d ago

Full time Computer Skills Customer Support Desktop Support

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Job Description

Franklin Pierce University offers an onsite IT support role built around helping people and keeping daily technology running smoothly. As a Helpdesk Technician I, you will provide frontline help for IT, telecommunications, and computer use questions, using training and established processes to resolve issues, support users, and escalate complex problems when needed. Comprehensive training is provided, so prior helpdesk experience is not required.

What you’ll do

Answer incoming calls and respond to email requests with frontline troubleshooting for software, hardware, and general computer use issues.
Create, triage, and route support tickets to the correct queue or technician based on issue type and priority.
Diagnose and resolve common end-user problems, then follow up to confirm the issue is resolved to the user’s satisfaction.
Reset passwords and manage user account access, including multi-factor authentication (MFA) resets.
Use remote support software to diagnose and resolve issues on end-user devices.
Monitor network and associated devices for potential issues, and identify and escalate critical incidents with urgency and ownership.
Escalate tickets to Tier 2 or other appropriate resources when an issue is beyond Level 1 scope.
Coordinate with field technicians when a new ticket comes in near their current location to support faster on-site response.
Provide basic troubleshooting for commonly used software packages, including learning management systems and Microsoft Office.
Assist with basic PC skills training for end users and support computer usage policies.
Create, update, and maintain articles in the IT knowledge base to support consistent self-service resolution.
Use the IT Helpdesk ticketing and knowledge base system to record, assign, track, close, and analyze Helpdesk requests.
Participate in internal IT training to grow skills and take on more responsibility over time.
Perform other duties as assigned, including attending department, organizational, or outside meetings and trainings as requested.

What you bring

Strong PC skills and working knowledge of Windows; Mac OS experience is a plus.
Strong customer service, phone, and organizational skills.
Willingness to learn and be trained on internal systems and processes.
Basic understanding of networking fundamentals.
Basic understanding of client-server concepts.
No prior helpdesk experience required, as comprehensive training is provided.

Tools you’ll use

Windows, Mac OS
Multi-factor authentication (MFA)
Remote support software
Learning management systems
Microsoft Office

Benefits

Medical, dental and vision coverage
403(b) retirement plan through TIAA
Life insurance
Short- and long-term disability
Educational benefits (for employee and qualifying dependents)
Pet insurance
Accident insurance
Critical illness coverage
Travel discounts
160 hours of paid time off (PTO)
Additional paid sick time for your well-being
Paid holidays

Location: Rindge, NH (onsite)

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18d ago

IT Helpdesk & Service Manager

Tyler Vault Datacenter Tyler, TX

Tyler, TX

18d ago

$24 - $26/hr Full time Manager Active Directory Connectwise Manage

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Job Description

Coordinate day-to-day helpdesk operations in a fast-paced MSP environment, ensuring client requests are logged, prioritized, assigned, communicated, and resolved efficiently.

Responsibilities

Monitor incoming support requests through the ticketing system, phone, email, and other communication channels.
Triage and prioritize tickets based on urgency, business impact, client SLAs, and technical complexity.
Assign tickets to the appropriate technician or escalation team.
Ensure technicians log time correctly into the timekeeping system.
Track ticket queues to confirm requests progress within established SLAs.
Follow up on aging, overdue, or stalled tickets.
Identify recurring issues and escalate trends to management or technical leadership.
Coordinate onsite service calls, remote support, and vendor escalations when required.
Verify tickets include accurate documentation, troubleshooting steps, communications, and resolution details.
Act as a professional, responsive point of contact for clients submitting support requests.
Provide timely updates on ticket status and expected resolution timelines.
Translate technical information into clear, non-technical communication when appropriate.
Manage client expectations and escalate concerns when service issues arise.
Maintain strong working relationships with client contacts and internal support staff.
Provide first-level technical support for common issues involving hardware, software, networking, Microsoft 365, workstations, printers, accounts, and connectivity.
Troubleshoot remotely and determine when escalation is needed.
Assist technicians with gathering required information to diagnose and resolve issues.
Maintain accurate ticket records and ensure proper categorization and documentation.
Track SLA performance and helpdesk metrics.
Assist with scheduling technicians and coordinating maintenance activities.
Support client documentation, asset records, and knowledge-base article maintenance.
Assist with onboarding and offboarding processes.
Coordinate with vendors and third-party service providers as needed.
Participate in process improvement initiatives aimed at improving efficiency, client satisfaction, and service quality.
Order parts and supplies needed for repairs and track inventory.
Track, renew, and maintain customer computer and software licensing.
Create, collect, and check POs/work orders, invoices, and notes in service software for accuracy.
Create, manage, and maintain the on-call schedule for the team of technicians.

Requirements

2+ years of experience in an IT helpdesk, service desk, technical support, or MSP environment.
Strong understanding of Windows workstations and common business applications.
Experience with Microsoft 365 administration and troubleshooting.
Familiarity with Active Directory / Entra ID, user accounts, permissions, and endpoint troubleshooting.
Understanding of basic networking concepts: TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.
Experience working with a professional ticketing or PSA system.
Strong organizational and time-management skills.
Excellent written and verbal communication skills.
Ability to prioritize multiple tasks and work effectively under pressure.
Strong customer-service mindset and professional demeanor.

Technologies

Microsoft 365
Active Directory
Entra ID
TCP/IP
DNS
DHCP
Wi-Fi
VPNs
ConnectWise
Autotask
HaloPSA
Kaseya
ServiceNow
RMM tools
Timekeeping system

Preferred Qualifications

Previous MSP experience.
Experience with ConnectWise, Autotask, HaloPSA, Kaseya, ServiceNow, or similar PSA/ticketing platforms.
Experience with remote monitoring and management (RMM) tools.
CompTIA A+, Network+, or Microsoft certifications.
Familiarity with cybersecurity best practices and endpoint security.
Experience coordinating technicians or managing a service desk queue.
Understanding of ITIL or other service-management practices.

Key Performance Indicators

SLA compliance and ticket response times.
Ticket backlog and aging.
Client satisfaction.
First-response and resolution times.
Ticket documentation quality.
Technician utilization and queue efficiency.
Accuracy of ticket assignment and prioritization.
Effective communication with clients and internal teams.

Core Competencies

Customer Service: Builds trust and maintains professional client relationships.
Organization: Manages multiple priorities and deadlines.
Communication: Communicates clearly with technical and non-technical audiences.
Problem Solving: Identifies issues, determines next steps, and escalates when necessary.
Accountability: Owns requests and follows through to completion.
Teamwork: Coordinates with technicians, engineers, management, and vendors.
Attention to Detail: Maintains accurate documentation and follows established processes.

Benefits

Earned PTO up to 2 weeks per year

Work Environment

Fast-paced MSP environment supporting multiple clients with varying technical requirements and priorities.
May require extended time at a computer, frequent communication with clients and technical staff, and occasional onsite support or after-hours coordination depending on business requirements.
Work hours: 8am-5pm M-F.
No health insurance, 401k, or vision benefits.
PTO: earned PTO up to 2 weeks per year.

Job Details

Location: Tyler, TX 75702 (onsite)
Job type: Full-Time
Department: Managed Services / IT Support
Reports to: CEO
Education: High school or equivalent (Required)
Ability to commute: Tyler, TX 75702 (Required)

Compensation

USD 24 - 26 per hourly

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22d ago

IT Help Desk Technician

RhodeWay Financial Providence, RI 🇺🇸 Remote

Providence, RI

22d ago

$65k - $102k/yr Full time Application Support Computer Skills Desktop Support

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Job Description

RhodeWay Financial is hiring an IT Help Desk Technician to deliver day-to-day technical support for internal employees, including troubleshooting and onboarding assistance.

Responsibilities

Provide first-level technical support via email, phone, and support tickets
Troubleshoot hardware, software, and network connectivity issues
Assist with installation, configuration, and maintenance of computer systems and applications
Manage user accounts, passwords, and access permissions
Record support requests, resolutions, and technical procedures
Escalate more complex technical issues to senior IT staff as needed
Support system updates, patches, and routine maintenance
Help with on-boarding by setting up devices and providing system access for new employees

Requirements

High school diploma or equivalent; Associate or Bachelor's degree in IT or a related field preferred
Prior experience in technical support or help desk roles is an advantage
Basic understanding of operating systems such as Windows or macOS
Familiarity with common office software and remote support tools
Strong troubleshooting and problem-solving skills
Good communication and customer service abilities
Ability to handle and prioritize multiple support requests efficiently

Technologies

Windows, macOS
TCP/IP, DNS
Wi-Fi troubleshooting
Ticketing systems and IT service management tools
Remote support tools

Preferred Skills

Networking fundamentals, including TCP/IP, DNS, and Wi-Fi troubleshooting
Experience using ticketing systems or IT service management tools
Relevant IT certifications such as CompTIA A+ or equivalent

Location & Work Arrangement

Providence, RI with remote work
Fully remote role with a collaborative IT support team

Compensation

USD 65,000 - 102,400 per year

Benefits

Competitive compensation
Remote work flexibility
Training and professional development opportunities
Supportive and organized work environment

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29d ago

IT Field Service Help Desk Technician

Silvi Materials Fairless Hills, PA

Fairless Hills, PA

29d ago

Full time Application Support Field Service Hardware Support

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Job Description

Silvi Materials is seeking an on-site IT Field Service Help Desk Technician to provide day-to-day support across local and remote locations. This role supports communication infrastructure, end-user devices, and industry applications, with a strong focus on troubleshooting Windows and macOS, owning ticket progress, and escalating issues when needed.

The position operates in a real-world field support environment in Fairless Hills, PA, including travel to remote Silvi locations within the region as required. You will also support helpdesk documentation, assist with deployments, and mentor junior technicians while partnering with external vendors for timely resolutions and updates.

What you’ll do

Deliver on-premise helpdesk support for communication infrastructure, software applications, and endpoint peripherals across local and remote Silvi locations.
Troubleshoot and resolve issues on Windows and macOS, using advanced tools and techniques to identify root causes and apply solutions.
Monitor and respond to helpdesk requests promptly, owning the ticket lifecycle from creation through resolution by identifying, testing, validating, coordinating with end users, and maintaining accurate status updates in the helpdesk system.
Support and troubleshoot industry-specific batching and operational software, partnering with external software vendors to resolve issues and implement updates aligned with change management policies and procedures.
Apply working knowledge of TCP/IP fundamentals, troubleshooting connectivity using command-line tools and approved diagnostic utilities.
Support, configure, install, or replace infrastructure components including firewalls, Wi-Fi access points, wireless bridges, switches, VLANs, and network-attached peripherals; maintain documentation and develop build books for the helpdesk knowledge base; collaborate with internal teams to resolve critical issues quickly.
Build, deploy, and maintain outdoor kiosk systems, including truck scale serial/Ethernet components and PC-based hardware.
Maintain IT asset inventory records for equipment and peripherals, keeping work areas organized and clean.
Assist the Silvi Helpdesk team with open requests, tasks, and projects as directed by the IT Manager.
Act as an escalation point for Tier I support and mentor junior technicians.
Travel to remote Silvi locations within the region as required.

Requirements

Associate’s degree in Information Technology or a related field.
CompTIA A+ certification (Required).
CompTIA Network+ certification (Preferred).
3–5 years of IT support experience (Service Desk / Desktop Support).
Strong knowledge of Windows operating systems.
Experience with PC imaging design and configuration (preferred).
Proven ability to troubleshoot independently and resolve complex issues, with strong analytical and logical troubleshooting skills.
Excellent written and verbal communication skills; detail-oriented with strong documentation practices.
Team-oriented mindset and the ability to support across departments; ability to manage multiple priorities in a fast-paced environment.
Ability to troubleshoot printers and plant peripherals.
Basic knowledge of Windows operating systems and networking fundamentals.
Valid driver’s license.
High school or equivalent (Preferred).
Help desk: 5 years (Required).

Tools and systems you’ll work with

Windows operating systems, macOS, TCP/IP, command-line tools
Firewalls, Wi-Fi access points, wireless bridges, switches, VLANs, network-attached peripherals
Outdoor kiosk systems, truck scale serial, Ethernet, PC-based hardware
Helpdesk knowledge base and helpdesk system

Benefits

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Retirement plan
Vision insurance

Physical demands

Use hands and fingers to type and move office objects.
Sit for long periods of time.
Hear sounds and recognize differences between them.
See details of objects less than a few feet away and far distances.
See differences between colors, shades, and brightness.
Lift 20–55 pounds on occasion.
Kneel, stoop, crouch, bend, stretch, twist, or crawl on occasion.

Application

Requested hourly compensation.

Work location: In person (Fairless Hills, PA, onsite).

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30d ago

IT Service Desk Analyst

Buchanan Technologies Wichita, KS

Wichita, KS

30d ago Closed

$31k - $31k/yr Full time Active Directory Application Support Computer Skills

This position is no longer accepting applications (closed Sep 15, 2026).

Job Description

The IT Service Desk Analyst provides first-point support and technical troubleshooting for end users. This onsite role in Wichita, KS supports customers through phone, chat, email, and self-service channels, handling incidents and requests while ensuring accurate documentation and timely escalation of complex issues.

Key Responsibilities

Provide friendly, professional, and empathetic support to end users while creating positive customer experiences
Explain technical information clearly and help manage customer expectations through to resolution
Troubleshoot hardware, software, password, access, email, printing, and connectivity issues
Support Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applications
Resolve incidents using knowledge bases, diagnostic tools, and established processes
Complete account administration tasks, including password resets and user access requests
Escalate complex issues to specialized support teams when appropriate
Document incidents, service requests, troubleshooting activities, and resolutions with accurate, professional ticket records in the IT Service Management platform
Meet service level objectives related to response times, quality, and customer satisfaction
Contribute to knowledge articles and continuous improvement initiatives
Work effectively with colleagues, leadership, and support teams across multiple locations
Participate in training, coaching, and skill development activities, and share knowledge and best practices with team members
Support organizational initiatives focused on quality, automation, and service excellence

Required Qualifications

High School Diploma or equivalent
Strong customer service and communication skills
Basic computer proficiency
Ability to type and document information accurately while speaking with customers
Ability to work independently and within a team environment

Helpful Technical Knowledge

Microsoft Windows 10/11
Microsoft 365
Active Directory / Entra ID
Outlook and Exchange Online
VPN and remote access tools
Printers and peripheral devices
Mobile device support (iOS and Android)
Basic networking concepts (DNS, DHCP, TCP/IP, Wi-Fi)
IT Service Management tools (BMC Helix, ServiceNow, Jira, etc.)

Technologies Used

Microsoft Windows 10/11
Microsoft 365
Active Directory / Entra ID
Outlook and Exchange Online
VPN and remote access tools
IT Service Management tools (BMC Helix, ServiceNow, Jira, etc.)
Mobile device support (iOS and Android)

What Helps Someone Succeed

Enjoy helping others and maintain a positive, professional attitude
Show curiosity and enjoy solving problems
Communicate clearly and confidently
Remain calm under pressure
Learn new technologies quickly
Take ownership of issues and follow them through to resolution
Thrive in a fast-paced environment

Preferred Qualifications

Previous customer service, call center, retail, hospitality, or technical support experience
Associate's or Bachelor's degree in Information Technology, Computer Science, or related field
IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent
Experience supporting users in a professional environment

Work Schedule and Environment

24x7 operation supporting clients across North America
Various schedules available, including evenings, weekends, and holidays
Opportunities for remote, hybrid, or office-based work depending on business needs
Collaborative team environment focused on growth, coaching, and career development

Compensation and Benefits

Salary: USD 31,200 per year
401(k)
401(k) matching
Health insurance
Paid time off

Career Path Opportunities

Many leaders, engineers, trainers, and technical specialists began their careers on the Service Desk
Potential career paths include: Senior Service Desk Analyst, Team Lead, Workforce Management Analyst, Quality Assurance Analyst, Knowledge Management Specialist, Technical Support Specialist, Systems Administrator, Service Delivery Manager

Why Buchanan Technologies

Competitive compensation
Paid training and career development
Certification assistance
Employee recognition programs
Opportunities for advancement
Collaborative and inclusive culture
Exposure to a wide variety of technologies and industries

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1mo ago

Helpdesk Technician II

CyberSheath Remote 🌍 Remote

Remote

1mo ago Closed

$70k - $83k/yr Full time Application Support Cloud Platforms Connectwise

This position is no longer accepting applications (closed Sep 15, 2026).

Job Description

CyberSheath is hiring a Helpdesk Technician II to deliver remote day-to-day support across client IT environments, including onboarding, troubleshooting, and maintenance.

Responsibilities

Provide exceptional customer support in a fast-paced remote Managed Services Practice
Remotely troubleshoot and resolve client requests across end-user hardware, software, and cloud services
Deliver day-to-day operational support for Desktop and Server Operating Systems (Windows, Mac, Linux)
Support Microsoft 365 services and collaboration tools: Office 365, Azure, Teams, OneDrive, SharePoint
Maintain and troubleshoot networking devices including firewalls, switches, and wireless access points
Support line of business applications
Provide operational support for on-premise and cloud backup and disaster recovery
Support hardware peripherals such as printers, monitors, docking stations, webcams, and related equipment
Support mobile devices and Mobile Device Management (MAM/MDM)
Escalate issues as needed for Level I Helpdesk staff
Assist with onboarding and offboarding of clients, systems, and users
Deploy and maintain security tools and management agents
Maintain current notes and time entries for all requests in the helpdesk ticketing system
Create and maintain comprehensive documentation for internal and client systems
Work with third-party vendors to remediate issues as needed

Requirements

Minimum 2+ years working for a Managed Service Provider (MSP)
Minimum 5+ years experience working on an IT Helpdesk using remote support tools
Experience using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred)
Prior experience with Remote Monitoring and Management (RMM) tools (Automate, Labtech, Continuum, NinjaOne, etc.)
Ability to provide exceptional customer service in all situations
Strong troubleshooting, problem-solving, and verbal/written communication skills
Experience supporting Microsoft Windows desktop and server operating systems
Experience with Microsoft Office 365 and Azure administration
Proficiency with Microsoft Server Active Directory and Group Policy
Moderate networking experience including remote configuration/troubleshooting (TCP/IP, WiFi, VPN)
Knowledge of Microsoft cloud technologies including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot, etc.
Knowledge of scripting and automation tools is a plus
Demonstrated ability to work in a team environment
Must be authorized to work for any employer in the U.S.

Technologies

ConnectWise Manage
Automate, Labtech, Continuum, NinjaOne
Windows, Mac, Linux
Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
Firewalls, switches, wireless access points
TCP/IP, WiFi, VPN
Azure Entra ID, Endpoint Protection, Intune, Autopilot
Microsoft Server Active Directory, Group Policy
MAM/MDM

Preferred Education, Experience, & Skills

Bachelor's degree from an accredited university in Computer Science, Engineering, or a related field
Security technologies experience:
- Multifactor Authentication
- Encryption
- SIEM/SOAR
- Endpoint Detection and Response
Preferred certifications: Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, Network+
Excellent organizational skills, including balancing conflicting priorities
Ability to work independently, remotely, and as part of a team

Work Environment

Remote role with potential for travel to client sites
Travel expectations: approximately 20%
Some on-call, shift, and evening work

Location: Remote (remote)

Compensation: USD 70,000 - 83,000 per yearly

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1mo ago

Technical Support Representative - Tier I

Uniguest Nashville, TN 🇺🇸 Remote

Nashville, TN

1mo ago Closed

$17 - $18/hr Full time Application Support Computer Skills CRM

This position is no longer accepting applications (closed Sep 14, 2026).

Job Description

Join a remote-first team where you provide technical help to customers in a 24/7/365 environment, using phone and remote tools to guide people to working solutions. This Tier I role supports Windows PCs, networking, and Uniguest software while building a consistently positive customer experience. If you enjoy troubleshooting, clear communication, and learning new systems quickly, this position in Nashville, TN (remote) may be a great fit.

What you’ll do

Provide friendly, professional technical support via phone and remote support tools
Troubleshoot Windows PCs, networking issues, and Uniguest software
Diagnose technical problems and guide customers to successful resolutions
Collaborate with teammates to resolve more complex issues and share knowledge
Create a positive customer experience during every interaction

What you bring

Experience troubleshooting Windows PCs, common hardware issues, and printer functionality
Working knowledge of networking concepts: routers, switches, IP addressing, wired and wireless connectivity, and network printers
Strong verbal and written communication skills, with the ability to explain technical concepts to users of all experience levels
Excellent problem-solving skills and the ability to manage multiple priorities in a fast-paced environment
Self-motivated, able to work independently while collaborating effectively with a remote team
Curiosity for technology and a willingness to quickly learn new products, systems, and tools
Experience with CRM systems (Salesforce preferred), ticketing systems, remote support tools, SharePoint, and Microsoft Office
High school diploma or equivalent required
Proficiency supporting Windows operating systems, macOS, Microsoft Office, and Adobe Reader

Tools you’ll work with

Salesforce, CRM systems, ticketing systems, remote support tools
SharePoint, Microsoft Office
Windows operating systems, macOS, Adobe Reader
Routers, switches, IP addressing, wired connectivity, wireless connectivity, network printers
Linux

Compensation and schedule

$17–$18 per hour (hourly).

Hours: 11:00AM to 7:30PM Central Standard Time.

Scheduled days: Tuesday, Wednesday, Thursday, Friday, and Sunday.

Benefits

Medical, Dental and Vision Insurance Plan options
Pet Insurance Plan
401k Plan with Employer Match
Paid Time Off Programs including vacation, sick leave, volunteer time off and parental leave
Employee Assistance Program (EAP)
Employee Referral Bonus Program
Career development and potential for advancement opportunities
Performance bonuses
Employee Recognition Rewards Program

Concord, NC

2mo ago Closed

$18+/hr Full time Administrative Assistant Administrative Support Application Support

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