Service Desk Technician

Description

The Service Desk Technician is a dynamic mission‑critical role responsible for sustaining IT operations within a 24/7/365 Service Center environment. This position serves as the first point of contact for users facing technical issues at any time, ensuring continuous, uninterrupted support and a seamless flow of communication and resolution.

Responsibilities include managing inquiries, diagnosing software and hardware issues, and guiding users through step‑by‑step solutions across all shifts, including nights, weekends, and holidays.

The role demands a proactive approach to incident resolution, strong time management across varying workloads, and excellent communication skills in a high‑availability support model. The technician is expected to prioritize user satisfaction, maintain detailed and accurate records of all interactions, and contribute to ongoing service improvement initiatives. Operating in a round‑the‑clock environment requires adaptability, accountability, and the ability to perform effectively during non‑standard business hours.

A strong understanding of IT infrastructure is essential, along with continuous learning to keep pace with evolving technologies. The ideal candidate demonstrates a blend of technical expertise, customer service excellence, and a collaborative mindset within a shift‑based team structure. This role requires extensive familiarity with Windows systems and Microsoft 365. Service Desk Technicians leverage their expertise to develop and deploy PCs, support day‑to‑day system performance, and safeguard against data loss and unauthorized access, all while maintaining operational continuity.

• Provide first‑level contact and convey resolutions to user issues.
• Properly escalate unresolved queries to the next level of support.
• Build and install PCs, telephone systems, wireless networks and peripheral devices in accordance with department standards.
• Provide advice and guidance to colleagues regarding incidents.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
• Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network.
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Ensure work is carried out within agreed service levels and in accordance with department guidelines.
• Responsible for installation, maintenance and troubleshooting of required software and hardware onsite or remotely for clients.
• Create, maintain, and distribute reports of progress to senior leadership.
• Maintain ticketing system with up‑to‑date solutions and clear record of activities.

• Bachelor’s degree in computer science, information technology, or a related field; or equivalent experience.
• Collaborates with IT teams for complex issue resolution and process improvement.
• Acts as a liaison between the IT department and other business units, ensuring aligned objectives.
• Assists in vendor interactions under supervision, learning the basics of vendor communication and the importance of aligning vendor solutions with organizational needs.
• Contributes to IT knowledge base by documenting frequent user queries and resolutions.

• ITIL Foundations v4
• CompTIA A+
• COMTIA Network+
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified Professional (MSP)
• Cisco Certified Network Associate (CNA)

Moser Consulting has 2 offices based out of Indianapolis, IN. You will be able to work a hybrid/onsite work schedule out of the downtown and Castleton offices.

$41,000‑$69,000 salary range for this role. Competitive salary aligned with industry standards.

• Training Opportunities:
  Lifelong learning and numerous avenues for skill enhancement.
• Fully Invested 401K Plan:
  Secure your future with a fully invested 401K plan.
• PPO and HDHP Medical Plans:
  Choose the health insurance program that best fits your needs.
• Employer‑Paid Dental and Vision Plans:
  Comprehensive coverage for dental and vision.
• Onsite Fitness Center:
  State‑of‑the‑art fitness facilities.
• Wellness Program:
  Promotion of a healthy lifestyle.
• Catered Lunches:
  Regularly enjoyed meals.

Moser Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a professional.