Service Desk Technician

Service Desk Technician

Great Gray is looking to add a Service Desk Technician to our Technology team. This role serves as the primary technical point of contact for employees in our Wilmington office, while also supporting others throughout the organization in a remote capacity.

Wilmington, DE. Hybrid work model: 4 days onsite, 1 day remote.

Visa sponsorship or transfer is not available. Applicants must be authorized to work directly in the United States without sponsorship.

Technical Support:

• Provide first-level IT support for hardware, software, and network issues
• Troubleshoot and resolve technical problems in a timely manner
• Maintain accurate documentation of support tickets and resolutions
• Escalate complex issues to appropriate IT teams when necessary

Executive Support:

• Offer dedicated technical assistance to executive leadership
• Prioritize and respond promptly to executive requests
• Ensure executive technology needs are anticipated and addressed
• Maintain discretion when handling sensitive information

Sales Team Assistance:

• Support Sales teams with technical issues on‑site and remotely in the field
• Assist with technical aspects of sales presentations and demonstrations
• Ensure sales tools and applications are functioning optimally
• Provide just‑in‑time technical support during client meetings

Onboarding:

• Coordinate and execute technology onboarding for new employees
• Prepare and configure hardware and software for new hires
• Deliver initial training on company systems and tools
• Create and maintain onboarding documentation and checklists

General Administration:

• Manage inventory of IT equipment and supplies
• Assist with implementing IT policies and procedures
• Contribute to continuous improvement of IT service delivery
• Participate in IT projects as needed
• Complete other related duties as assigned

Required:

• 2+ years of experience in IT help desk or technical support
• Strong knowledge of common business applications and operating systems
• Excellent customer service and communication skills
• Ability to explain technical concepts to non‑technical users
• Experience with ticketing systems and IT service management
• Proven ability to prioritize tasks in a fast‑paced environment

Preferred:

• Technical certification (CompTIA A+, HDI, ITIL Foundation)
• Experience supporting executive‑level staff
• Familiarity with onboarding processes
• Knowledge of sales tools and CRM systems

• Exceptional problem‑solving abilities
• Professional demeanor and presentation
• Adaptability to changing priorities
• Strong attention to detail
• Team‑oriented with a collaborative approach
• Commitment to continuous learning
• Ability to thrive in a fast‑paced, dynamic environment and manage multiple priorities effectively
• Comfortable navigating ambiguity
• Entrepreneurial mindset to bring best practice ideas to the team
• Exhibits Great Gray attributes:
  Disciplined Curiosity, Growth Mindset, Results Ownership, Collaboration, Grit

• Integral part of a high‑growth organization
• Competitive compensation package
• Group medical, dental and vision insurance
• Employer‑paid life and disability insurance
• Annual well‑being stipend
• Eligible employees may contribute to a 401(k) plan with an advantageous employer contribution model

Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non‑merit factor.

Great Gray is committed to ensuring individuals with disabilities and/or special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact us at Ta