Service Desk Technician

Purpose:

The Service Desk Technician provides frontline technical support for software, hardware, systems access, and IT services used across the organization. This role requires strong troubleshooting skills, empathy for end users, and an aptitude for solving problems quickly in a fast-paced environment. Support is delivered through a combination of remote tools, a ticketing system, and direct communication channels (chat, email, phone, and walk-ups).

This position will work full-time in our Birmingham, Alabama, office, five days per week (Monday through Friday).  The salary range for this position, depending on experience, is an annual base salary of $52,000 to $55,000 per year, plus a year-end discretionary bonus and benefits.

Key Responsibilities:

• Monitor and manage inbound tickets using the company’s IT service management system.
• Resolve Tier 1 and Tier 2 issues including software access, password resets, system configuration, and connectivity problems.
• Escalate to Tier 2/3 teams when necessary, with thorough documentation.
• Troubleshoot and resolve issues related to:
• Internal systems
• Hardware (desktops, laptops, peripherals)
• Software (Windows, macOS, Google Workspace, VPN, productivity tools)
• Guide users through standard procedures and document common resolutions in the knowledge base.
• Provision and configure new hardware and software for new hires, including remote onboarding support.
• Track and manage IT asset inventory and equipment lifecycle tasks.
• Identify trends or recurring problems and collaborate with the engineering team on long-term solutions.
• Provide end-user training and communication for system changes, updates, or outages.
• Maintain compliance with internal documentation and security policies.
• Participate in after-hours support rotation as required.

Required Skills & Competencies:

• Proficiency in diagnosing and resolving Windows, macOS, and browser-based application issues.
• Strong familiarity with ticketing systems and service management platforms.
• Solid grasp of cloud-based collaboration tools, especially Google Workspace.
• Excellent communication skills — both written and verbal — with the ability to translate complex technical details into simple language.
• Demonstrated customer service mindset with patience, empathy, and a problem-solving attitude.
• Ability to multi-task, prioritize tickets effectively, and follow through with minimal supervision.
• Experience supporting hybrid and remote work environments.
• Strong attention to detail and follow-up.

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 3 years of experience in a Helpdesk or Technical Support role.
• Experience with identity management, software provisioning tools, or support automation tools is a plus.

Certificates/Licenses:

• None required; relevant technical certifications (CompTIA A+, Google IT Support, etc.) are a plus.

Language Requirements:

• Must be fluent in spoken and written English.