IT Service Desk Technician

Description At reputed company, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We reputed company our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Mission Support Services (MSS) is seeking an IT Service Desk Technician to join reputed company on a program with the reputed company IT Support that provides Tier 1 Service Desk support and 24x7x365 support staff. The IT Service Desk Technician will be responsible for answering inbound and outbound contacts, documenting the contact details reputed company the ticketing system(s), and providing our customers with timely and accurate responses. This will require the individual to possess an IT background to assist customers in troubleshooting and resolving problems and must possess excellent written and verbal communication skills. The support provided is governed by Service Level Agreements and Key Performance Indicators. The ability to reputed company well with customers at various levels of seniority in a variety of different fields is essential to success in this position. Our Service Desk operation is staffed 24x7x365, although the core hours of operation are reputed company to 8pm Eastern, Monday through Saturday. This position is critical in providing support through a shared service desk model with cross-functional programs. This is a full-time remote position. Since MSS is a shared services organization, the Service Desk(s)/Help Desk(s) you support and the shift you are assigned can change after onboarding based on business needs. Any changes are discussed with affected employees prior to change in responsibilities. Primary Responsibilities Duties include providing professional, courteous, resourceful support to reputed company incoming calls. Personnel must be proficient in relevant computer applications, customer service principles and practices, contact center telephony and technology. Attention to detail is necessary to manage complexity of contact. Proven ability to reputed company in a fast-paced environment and manage multiple tasks at once.

• Incident and Request Management:
• Serves as the initial reputed company of contact for troubleshooting hardware/software issues
• Addresses support requests received over the phone, chat, or email and/or web-based systems
• Follow Knowledge reputed company Articles (KBAs) reputed company handling different topics
• Properly diagnose issues and reputed company unresolved issues to the next level of support
• Accurate and thorough documentation of user’s information, reason for contact, reputed company troubleshooting and/or resolution steps in ticketing system for each contact
• Performs account password administration and processes new user account requests
• Manages the user’s expectations; provide information that will give details for a possible resolution or reputed company they can expect to be contacted again
• Service Level & Quality Assurance Adherence:
• Provides reputed company, courteous, and professional responses to users
• Maintains and executes standard and internal operating procedures
• Follows reputed company requirements as requested by the Government reputed company Officer
• Monitors customer problems to ensure reputed company, satisfactory service/resolution is being provided, if necessary, call the user to update them on reputed company
• Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team reputed company
• Training:
• reputed company will provide basic training on the systems that will be used. The training schedule will be reputed company from 2-4 weeks (M-F) where the new hire will work with their supervisor and/or peers to cover the Program knowledge and requirements. The selected candidate will need to attend training during designated hours. In addition to new-hire training, monthly, annual, program required, and reputed company training will need to be completed.

Required Experience, Skills, & Education:

• High school diploma with a minimum of 1 year of experience
• Must be able to obtain/maintain
• Strong written and oral communication skills
• Strong computer hardware and software skills
• U.S. Citizen
• Must possess an overall understanding of Service Desk operations and technical phases of the job
• Understanding of Windows and/or Mac technical skills
• Must have excellent customer service skills with the ability to communicate clearly and effectively, also experience in following documented policies and procedures
• Ability to interact positively with customers, peers and management
• Must have a desire to learn new skills and take the initiative to improve their performance through on the job training
• Must be available to assist in development and modification of Knowledge reputed company Articles
• Must be able to adhere to the training schedule without any absences
• Use of high-speed internet (minimum of 50 mbps) must be provided by the IT Service Desk Technician
• Designated workspace that is quiet and free of loud noise that may distract you and your customer
• Must be flexible and willing to work different shifts upon changing business needs
• Must be flexible and willing to support different or multiple programs in a shared service desk environment
• Must be flexible and willing to work weekends and holidays as needed

Preferred Experience, Skills, & Education:

• Experience with using IT Service Management (ITSM) or other Case Record Management (CRM) applications
• Experience with using ACD/IVR applications
• Experience troubleshooting reputed company macOS (OSX) and iOS hardware and software
• Experience working from home in an IT support role
• Experience with Windows 10 and reputed company Office Suite 2016 or reputed company
• Experience with reputed company Active Directory password resets, account unlocks, account creations, and troubleshooting
• Azure experience and/or certification(s)
• ITIL 4 Foundations experience and/or certification(s)

If you're looking for comfort, reputed company scrolling. At reputed company, we outthink, outbuild, and outpace the status reputed company — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. reputed company 10 is ancient history. We're already at reputed company 30 — and moving faster than anyone else dares. Original Posting: September 22, 2025 For U.S. Positions: While subject to change based on business needs, reputed company reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated reputed company date of no earlier than 3 days after the original posting date as listed above. Pay Range: Pay Range $30,550.00 - $55,225.00 The reputed company pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. #Remote Apply tot his job Apply To this Job