What are the responsibilities and job description for the Service Desk Technician position at RJ Young?
Summary/Objectives
TECHNICAL SERVICE DESK SUPPORT
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to lift and carry computer and networking related hardware.
Position Type/Expected Hours of Work
Must be a US citizen and pass a background check and drug screening.
AAP/EEO Statement
RJ Young provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other Duties
Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
TECHNICAL SERVICE DESK SUPPORT
- Provide Tier-1 level support for client reported IT issued via phone, email, remote access, or ticketing system.
- Troubleshoot and resolve Tier-1 technical IT-related issues, including hardware, software, network, and account-related problems.
- Escalate complex issues to Tier-2 or Tier-3 support, ensuring detailed and accurate documentation of steps taken.
- Travel to client sites for hands-on troubleshooting, hardware setup and configuration, and network configurations as needed.
- Ensure smooth resolution of onsite issues that cannot be addressed remotely.
- Deliver outstanding customer service with clear communication and professionalism in all interactions.
- Proactively follow up on open service tickets to ensure resolution and client satisfaction.
- Provide a client-focused mindset with a strong commitment to resolving issues efficiently and effectively.
- Participate in a compensated, week-long on-call rotation to provide after-hours support to clients.
- Address urgent client issues and ensure minimal disruption to client operations during off-hours.
- Document troubleshooting steps, solutions, and client interactions in the ticketing system.
- Contribute to the knowledge base by creating and updating technical documentation.
- Work closely with internal teams to address recurring issues and improve processes.
- Participate in training sessions to stay updated on relevant tools and technologies.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Proficiency with Windows and MacOS operating systems, Microsoft 365, and Active Directory.
- Basic Knowledge of networking concepts, including routers, switches, wireless access points, and firewalls.
- Familiarity with ticketing systems and remote support tools in general.
- Experience with ConnectWise and Kaseya tools is a strong plus.
- Hybrid work schedule upon completion of training and probationary period, typically three days in office and two remote, subject to manager approval.
Ability to lift and carry computer and networking related hardware.
Position Type/Expected Hours of Work
- Full time, with included on-call rotation.
- Travel within the RJ Young footprint as 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.
- CompTIA A or equivalent are preferred but not required.
- One year or more of experience working in an MSP environment.
- Experience with ConnectWise and Kaseya platforms
Must be a US citizen and pass a background check and drug screening.
AAP/EEO Statement
RJ Young provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other Duties
Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
