Service Desk Technician

Position:
Service Desk Technician

Company:
NinjaOne

Location:
United States, Tampa, Florida

Employment type:
Full-time

Work Arrangement:
Hybrid remote

Short Summary:
We are seeking a motivated Service Desk Technician to join our growing IT department. This role acts as the frontline of IT support, delivering fast, accurate, and approachable assistance to employees for their everyday technical needs and requests.

Responsibilities:
- Monitor and respond to incoming IT support tickets, chats, and walk-ups.
- Perform initial triage of incidents and service requests.
- Resolve common end-user issues including password resets, account unlocks, hardware setup, software installation, and connectivity problems.
- Document troubleshooting steps and resolution details clearly in FreshService.
- Assist with onboarding and offboarding tasks.
- Escalate complex or unresolved issues to Tier 2 technicians.

Requirement:
- High school diploma or equivalent; coursework or certification in IT, Computer Science, or a related field is a plus (e.g., CompTIA A+, Google IT Support Certificate).
- 1–3 years of IT support experience.
- Eagerness to learn IT tools, processes, and best practices.
- Knowledge with Windows or macOS troubleshooting.
- Basic understanding of hardware functionality and troubleshooting methodology.
- Working knowledge of Microsoft Office 365 suite.
- Experience with ticketing or ITSM platforms such as FreshService, Jira Service Desk, Zendesk, or ServiceNow.
- Comfortable communicating clearly and professionally.

Benefits:
- Comprehensive benefits package, including medical, dental, and vision insurance.
- 401(k) plan.
- Unlimited PTO.
- Opportunities for growth and advancement.