What are the responsibilities and job description for the Lead Service Desk Technician position at Comtech Global, Inc?
Job Title: Service Desk Lead Technician
Job Length: 5 Years (initial term through June 30, 2030)
Work Location: Remote (supporting Ohio-based client – EST hours preferred)
Job Description:
The Service Desk Lead Technician is a senior technical expert within the Tier 1 helpdesk team, responsible for advanced troubleshooting, mentoring junior techs, and ensuring efficient ticket handling and escalation.
Core Responsibilities:
- Provide advanced technical support for desktops, networks, and software
- Use ServiceNow to log, track, escalate, and close trouble tickets
- Mentor and guide Tier 1 Technicians
- Troubleshoot using remote tools (Bomgar, etc.)
- Ensure customer satisfaction through quality service delivery
Skills:
- In-depth knowledge of Windows & Mac OS, Office 365, Active Directory
- Experience with basic networking: DNS, DHCP, ping, NSLOOKUP
- Familiarity with remote desktop tools like Bomgar
- Hands-on experience using ServiceNow
- Strong analytical and customer service skills
Certifications Preferred:
- CompTIA A , Network , or equivalent
- Microsoft Certified: Modern Desktop Administrator Associate
