Service Desk Technician am

Description

The Service Desk Technician is a dynamic role, 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 the 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 across a 24/7/365 support model.

• Provide first‑level contact and convey resolutions to user issues.
• Properly escape unresolved queries to the next level of support.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
• Provides 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 that 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 whether onsite or remotely, for our 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.

At Moser Consulting, we believe in pay transparency and fairness. The $41k-$69k salary range for this role is not just a number—it's a reflection of the value we place on the skills and experience our employees bring to our team. We are committed to offering a competitive salary that aligns with the industry standards and the unique competencies you bring to our community.

We…