RJ Young · 12 hours ago
Service Desk Technician
Madison, AL
Full-time
Hybrid
Entry Level
1+ years expRJ Young is seeking a Service Desk Technician to provide frontline IT support to clients through remote and onsite services. This role is responsible for resolving technical issues, escalating complex problems, and ensuring high levels of customer satisfaction.
Management Consulting
No H1B
U.S. Citizen Only
Responsibilities
Provide Tier-1 support for client-reported IT issues via phone, email, remote access, and ticketing systems
Troubleshoot and resolve basic hardware, software, network, and account-related issues
Escalate complex or unresolved issues to Tier-2 or Tier-3 support with clear, accurate documentation of troubleshooting steps taken
Travel to client sites as needed to perform hands-on troubleshooting, hardware setup and configuration, and basic network-related tasks
Ensure efficient resolution of onsite issues that cannot be addressed remotely
Deliver professional, courteous, and effective customer service in all client interactions
Proactively follow up on open service tickets to ensure timely resolution and client satisfaction
Participate in a compensated, rotating on-call schedule to provide after-hours support and respond to urgent client issues
Accurately document troubleshooting steps, resolutions, and client interactions in the ticketing system
Contribute to the internal knowledge base by creating and updating technical documentation
Collaborate with internal teams to identify recurring issues, improve processes, and support continuous service improvement
Participate in training and development activities to stay current with tools, technologies, and best practices
Demonstrate proficiency with Windows and macOS operating systems, Microsoft 365, and Active Directory
Apply basic knowledge of networking concepts, including routers, switches, wireless access points, and firewalls
Utilize ticketing systems and remote support tools effectively; experience with ConnectWise and Kaseya is preferred
Qualification
Required
High School diploma or equivalent; associates or bachelor's degree in IT or a related field is a plus
At least one year of experience in a technical support of service desk role, preferably within an MSP environment
Demonstrate proficiency with Windows and macOS operating systems, Microsoft 365, and Active Directory
Apply basic knowledge of networking concepts, including routers, switches, wireless access points, and firewalls
Utilize ticketing systems and remote support tools effectively
Preferred
One year or more of experience working in an MSP environment
Experience with MSP technology and tools, including Kaseya, Sophos, Microsoft, and others
CompTIA A+ or equivalent are preferred but not required
Benefits
Compensated, rotating on-call schedule
Company
RJ Young
RJ Young provides office technology to power you business.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Chip Crunk
President/ CEO
Lacey McDonald
Chief Financial Officer
Company data provided by crunchbase