Service Desk Technician - Digitech - Remote

The Service Desk Technician (SDT) provides front-line hardware, software, and application support, serving as a key technical resource for internal and external users. The role involves assessing, resolving, and escalating support requests, maintaining knowledgebase documentation, and ensuring high-quality service delivery.

Location: Remote

Responsibilities

• Provide first level support to users for hardware, software, and application-related issues
• Respond to support requests via telephone, email, and ticketing system in a timely and professional manner
• Assess incoming requests, gather relevant information, and document actions taken in the ticketing system
• Troubleshoot basic to intermediate issues with desktop/laptop hardware, Windows operating systems, and business applications
• Utilize knowledgebase (KB) articles to research and resolve technical problems; escalate issues requiring advanced expertise
• Create, update, and maintain knowledgebase articles documenting procedures, troubleshooting steps, and solutions
• Monitor and track the status of open issues to ensure timely resolution in accordance with defined SLAs
• Communicate trends or recurring issues to management for review and process improvement
• Participate in on-call rotation for after-hours support when needed; work weekends and holidays based on business or client needs
• Support compliance with corporate policies and applicable data privacy laws
• Additional job duties as assigned

Requirements

• High School Diploma or equivalent
• CompTIA A+ certification preferred (or equivalent technical experience)
• 1–2 years of helpdesk or technical support experience
• Strong understanding of desktop support concepts, specifically Windows OS environments and PC hardware
• Ability to read and interpret technical manuals, documentation, and procedures
• Strong analytical and problem-solving skills with attention to detail
• Self-motivated and able to manage multiple priorities in a fast-paced environment
• Excellent verbal, written, and interpersonal communication skills
• Experience working in a team-oriented, collaborative environment
• Knowledge of data privacy and security best practices is a plus
• Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Benefits

• Competitive salary, commensurate with experience
• Comprehensive benefits package, including 401(k) Plan