IT Service Desk Technician

Role Description

The IT Service Desk Technician delivers reliable technical assistance for our new satellite office, ensuring smooth operations in coordination with the primary team on the west coast. This position requires someone who can deliver high quality support across core devices and systems while maintaining professionalism in an environment that includes direct executive interaction. The role demands strong problem-solving skills, critical thinking, and the ability to work autonomously within a small office.

Responsibilities
• Provide responsive on-site technical support for end users, ensuring reliable daily operations in a small office environment.
• Capable of supporting remote end users via remote support software or over the phone.
• Deliver high quality troubleshooting and issue resolution across Windows, macOS, iOS, printers, and telecom hardware.
• Support executive-level users with discretion, professionalism, and urgency.
• Maintain and deploy workstations, peripherals, and mobile devices according to organizational standards.
• Monitor, triage, and resolve service desk tickets while maintaining clear communication and timely updates.
• Coordinate with the extended IT team to ensure alignment of standards, processes, and escalations.
• Manage basic network connectivity, including troubleshooting and escalating more complex issues as necessary.
• Oversee local office technology assets, including inventory tracking, lifecycle management, and secure handling.
• Ensure adherence to company security policies and best practices when configuring or supporting systems.
• Identify opportunities to improve processes, enhance user experience, and strengthen the reliability of the overall IT environment.
• Provide support for general office and facilities functions as needed, including greeting visitors, receiving deliveries, restocking supplies, coordinating workplace needs, and performing other duties as assigned.

Required Qualifications
• 3+ years of experience in IT Service Desk or IT Operations roles
• 3+ years of experience in knowledgebase management and documentation
• Experience supporting Windows, macOS, mobile devices, and common office technologies
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience interacting with executive-level staff
• Experience working independently in a small office environment
• Experience supporting remote staff

Preferred Qualifications
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Relevant certifications such as CompTIA A+, Network+, Security+, Apple ACSP/ACTC, or Microsoft certifications (MD-100/MD-102 or equivalent)

Pay Range and Compensation Package
• The estimated base salary range for this role is $75k-$90k depending on experience
• Other benefits include health coverage, flexible PTO, a friendly work environment, plus extra fun perks!

Physical Requirements

This position primarily works in an office environment. It requires the ability to sit or stand for long periods of time and frequent walking. Daily use of a computer, phone, office equipment and other computing and digital devices is required. Some travel may be necessary - the ability to travel by car, plane, train, bus, vessel, or metro, operate a motor vehicle and maintain a valid Driver's License and/or effectively navigate public transportation is required.

While performing the responsibilities of the job, the employee must be able to read and respond to inter-office communications as well as effectively participate in meetings. The employee is often required to sit and use their hands or fingers, to lift up to 50 lbs., pull, push, carry, handle, or feel. The employee is required to carry, handle items, reach with arms and hands, to stoop, kneel, or crouch; talk, or hear. Mental demands may require prolonged concentration, reading comprehension, understanding and interpretation of concepts, ideas, and philosophies. The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described unless such accommodations would cause ICEYE US an undue burden.