Information Technology Service Desk Technician

Job Description

IT Service Desk Technician I

Location: Remote eligible (candidates must be local to the Knoxville, TN area)

Shift: First Shift

W2 open-ended contract with potential to hire

**Candidates must have a minimum of 1 year of experience in a phone-based or call center technical support role.

Are you someone who enjoys solving problems, helping others, and keeping technology running smoothly? We’re looking for a Service Desk Technician I to join a fast-paced IT support team that provides first-line technical assistance to internal users across hardware, software, and network systems.

This is a great opportunity to grow your IT career while learning from skilled technology teams in an environment that values teamwork, responsiveness, and continuous improvement.

Responsibilities

• Serve as the first point of contact for incoming support calls and tickets
• Troubleshoot and resolve hardware, software, and network issues
• Communicate clearly and effectively with users and internal teams
• Manage the incident queue, ensuring timely response and resolution
• Provide remote support using diagnostic tools and techniques
• Document issues and resolutions to help build team knowledge
• Collaborate with IT teams on escalations and service improvements

Experience & Qualifications required

• Strong background in phone-based or call center technical support is required.
• Strong customer service skills and a helpful, team-oriented attitude
• 1 year of experience in a service desk or technical support role
• Exposure to supporting users in a corporate or enterprise environment
• Experience providing remote troubleshooting for PCs, networks, and related systems
• Familiarity with documenting technical issues and creating user knowledge articles
• Excellent communication and problem-solving abilities
• Organized and detail-oriented approach to managing multiple requests
• Ability to work independently and stay productive in a remote environment
• Flexible to work a rotating shift schedule as needed
• A clear communicator who enjoys helping others
• Calm and composed under pressure
• Curious and eager to learn new technologies
• Someone who takes pride in solving problems efficiently and accurately