Service Desk Technician L1

Service Desk Technician (L1) – Full Time, Mt Holly, NJ (or Fairhaven, MA). Salary: $22.00 – $26.00 per hour. Shift: Any. Office Designation:
In Office.

Under the direction of Omega Systems’ Service Desk Management, this role delivers technical support to customers and employees across offices, sites, and remote locations. Responsibilities include supporting servers, networks, desktops, printers, and telephony systems while maintaining high levels of customer satisfaction through timely, high‑quality service.

On‑call rotation is required.

• Provide first‑line support via desk‑side, remote, and local office support services.
• Identify opportunities to improve the knowledge base and increase first‑line resolution rates.
• Follow documented processes for incident management and request fulfilment.
• Provide guidance and direction for escalated service issues.
• Demonstrate dedication to customer service and assess risks quickly.
• Analyze and document software requirements.
• Work with colleagues within Omega Systems teams to deliver an effective customer support service offering.
• Ensure effective working relationships at all levels and simplify complex technical messages.
• Provide timely resolution to technical support issues while following company standards.
• Log, prioritise, assign, track, and respond to incidents and requests promptly.
• Identify and resolve incidents within agreed SLAs, policies, and procedures.
• Maintain support documentation of tools used by customer support services.
• Monitor incident trends and identify recurring incidents for resolution.
• Link all relevant incidents to an appropriate problem.
• Proactively increase the number of calls resolved at the first point of contact.
• Perform root‑cause analysis for problems, working closely with other Omega Systems support teams.
• Install and maintain desktop hardware and software; provide PC hardware troubleshooting and repair.
• Remediate customer problems and conduct scheduled installs using advanced tools and technical knowledge.
• Troubleshoot desktop usage and computer peripherals.
• Troubleshoot and correct defects in existing software systems.
• Install, test, troubleshoot, and repair workstations.
• Install and configure workstation software.
• Complete PC installation, maintenance, e‑mail administration, and disk capacity monitoring.
• Provide accurate estimates for and track data on time spent adding new features and fixing defects.
• Maintain accurate technical documentation.

• 2+ years of information technology experience supporting inbound customer requests or issue resolution.
• High school diploma or equivalent.
• Experience with Connect Wise Manage software or a similar ticketing system.
• Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.).
• Proficiency with Microsoft operating systems, Office Suite, Outlook, Word, Excel, PowerPoint, and other Microsoft desktop applications.
• Experience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functions.
• Experience supporting VPN clients and VPN administration.
• Experience with Microsoft 365 Entra, Exchange Online, SharePoint, and Intune.
• Experience with spam filter block/allow features.
• Conceptual understanding of LAN/WAN network infrastructure.
• Experience supporting applications running in an RDS environment.
• Excellent listening, questioning, and customer service skills.
• Strong problem‑solving and logical thinking skills, with ability to absorb and relate to new technical concepts quickly.
• Ability to maintain composure, tact, and effectiveness under stressful conditions.
• Ability to organise information, efficiently manage time, and balance multiple priorities.
• Strong verbal and written communication skills, especially in relaying technical concepts to a business audience.

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.

The job operates in a professional office environment utilizing standard office equipment, including computers and phones.

Minimal travel is required.

It is the Company's policy to provide equal…