Service Desk Technician - Remote Support Role

About the Role

We are seeking a dedicated Service Desk Technician to join our team at 3DR Labs. This Service Desk Technician remote role is crucial for providing exceptional support to our employees and contractors, ensuring that their computer systems, hardware, and software are functioning optimally. As the first point of contact for users experiencing technical issues, you will play a vital role in maintaining productivity and satisfaction within our organization.

What You'll Do

• Respond to incoming help desk requests via phone, email, and chat, ensuring timely ticket creation and resolution.
• Troubleshoot and provide technical support for various issues, escalating complex problems to senior technicians as necessary.
• Monitor open tickets, manage SLAs, and keep staff informed of ticket progress.
• Image and prepare computers for deployment, maintaining user PCs through upgrades and configurations.
• Organize and maintain IT assets while ensuring the protection of confidential information.
• Complete all assigned training courses in a timely manner, including compliance and information security training.
• Improve customer service perception and satisfaction by actively seeking feedback and implementing improvements.
• Assist with shipping and tracking of equipment, ensuring timely delivery and adherence to shipping practices.

Requirements

• High School diploma or equivalent required.
• Basic knowledge of computer systems and operating systems, with a strong aptitude for troubleshooting.
• Familiarity with Microsoft products and excellent communication skills.
• Attention to detail and a commitment to ownership of tasks through to resolution.
• Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously.
• Physical capability to lift up to 50 pounds and possess a valid driver’s license.

Nice to Have

• Experience in a customer service role, particularly in IT support.
• Knowledge of IT asset management and shipping logistics.

What We Offer

• Competitive salary range of $50,000 - $60,000 per year.
• Opportunity to work in a supportive and collaborative environment.
• Access to continuous training and professional development.
• Flexible remote work options to enhance work-life balance.
• Inclusive workplace culture that values diversity and equal opportunity.