Service Desk Technician

Description

We are looking for a Service Desk Technician to join a growing support team. This role is suited for a Level 2 technician who can resolve escalated end-user issues, strengthen first-contact resolution, and bring solid networking knowledge to a fast-paced managed services environment. You will support a broad client base across multiple industries, troubleshoot technical problems across endpoints and connectivity, and help maintain secure, reliable IT operations during standard weekday business hours.

Responsibilities:

Respond to incoming support requests by phone and ticketing systems, delivering timely assistance to end users and client organizations.

Investigate workstation, access, printing, password, and remote connectivity issues, using structured troubleshooting to restore service efficiently.

Review monitoring dashboards and system alerts throughout the day to identify developing problems and take corrective action before they escalate.

Resolve advanced technical incidents independently whenever possible, escalating only complex Tier 3 matters to senior engineering resources.

Support network-related troubleshooting involving VPN connections, firewall behavior, wireless performance, and internet access disruptions.

Configure and maintain SonicWall firewall settings and Ubiquiti wireless access points in support of client environments, excluding physical installation work.

Work within tools such as Kaseya One, Autotask, remote management platforms, and Microsoft administration portals to manage tickets and perform support tasks.

Contribute to client security and continuity efforts by assisting with backup oversight, disaster recovery tools, phishing awareness solutions, and tenant administration.

Help improve service desk effectiveness by actively reviewing open queues and identifying opportunities to increase first-call resolution and reduce repeat issues.

Requirements

Hands-on experience in a Level 2 service desk, desktop support, or help desk role supporting business users in a structured IT environment.
Practical knowledge of ticketing or support platforms such as Kaseya, ConnectWise, Zendesk, or Autotask.
Strong troubleshooting ability across Windows environments, Active Directory, endpoint access issues, and common desktop support requests.
Working knowledge of networking concepts, including VPN troubleshooting, internet connectivity diagnosis, and wireless support.
Experience configuring or supporting SonicWall firewalls and Ubiquiti wireless access points.
Ability to manage multiple client issues at once while maintaining clear documentation and effective communication.
Familiarity with Microsoft tenant administration, remote monitoring and management tools, and general backup or disaster recovery concepts.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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