Service Desk Technician

Service Desk Technician

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 understand 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 escalate 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.