Service Desk Technician L1

Position

Service Desk Technician (L1)

Location:

Stamford CT;
Reading PA;
Elmwood Park NJ

Position Type:
Full Time

Education Level: High School

Salary Range: $22-$26 per hour

Shift: Any

Category:
Information Technology

Under direction of Service Desk Management, responsible for providing technical support to Omega Systems customers and employees, including servers, networks, desktops, printers, and telephony. Manage incidents, perform maintenance, apply bug fixes, and enhance knowledge base. On-call rotation required.

• Provide first-line support via desk, remote, or local office services.
• Identify opportunities to improve knowledge base and increase first-line resolution rate.
• Follow documented incident management and request fulfillment processes.
• Guide and direct escalated service issues.
• Demonstrate dedication to customer service and assess risks quickly.
• Analyze and document software requirements.
• Work with other team members to deliver effective customer support.
• Ensure effective working relationships at all levels.
• Provide timely resolution while following company standards.
• Log, prioritize, assign, track, and respond to incidents promptly.
• Resolve incidents within SLAs, policies, and procedures.
• Maintain support documentation for tools used.
• Monitor incident trends and identify recurring incidents.
• Link incidents to appropriate problems.
• Increase first-point-of-contact resolution proactively.
• Perform root cause analysis with other support teams.
• Install and maintain desktop hardware and software; troubleshoot/repair PC hardware.
• Use advanced tools to remediate customer problems and schedule installs.
• Troubleshoot desktop usage, peripherals, and software defects.
• Install, test, troubleshoot, and repair workstations and workstation software.
• Maintain PC installation, maintenance, email administration, and disk capacity monitoring.
• Estimate and track time spent adding new features and fixing defects.
• Maintain technical documentation.

Required

• 2+ years of IT support experience with inbound customer requests.
• High school diploma.
• Experience with Connect Wise Manage or similar ticketing system.
• Strong knowledge of desktop and server OS (Windows, Linux, Unix).
• Proficiency with Microsoft OS, Office Suite, Outlook, Word, Excel, PowerPoint, and desktop applications.
• Experience with Active Directory account creation, password resets, group membership changes, distribution groups.
• Experience supporting VPN clients and administration.
• Experience with Microsoft 365 Entra, Exchange Online, SharePoint, Intune.
• Experience with spam filter block/allow features.
• Conceptual understanding of LAN/WAN infrastructure.
• Experience supporting applications in RDS environment.
• Excellent listening, questioning, and customer service skills.
• Strong problem-solving and logical thinking skills; quick to learn new technical concepts.
• Ability to maintain composure, tact, and effectiveness under stress.
• Ability to organize information, manage time, and balance multiple priorities.
• Strong verbal and written communication skills, including ability to explain technical concepts to business audience.

Preferred

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

Environment:
Professional office setting with standard office equipment.

Travel:
Minimal.

On-call rotation required.

Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles, color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws.

Applicants, as well as employees, who are or become disabled must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.