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Service Desk Technician (L1)

Under the direction of Omega Systems' Service Desk Management, this role is responsible for delivering technical support to Omega Systems' customers, as well as employees working from Omega offices, customer sites, and remote locations. Responsibilities include supporting servers, networks, desktops, printers, and telephony systems, while maintaining high levels of customer satisfaction through timely, high-quality service. The Service Desk serves as the first line of support to ensure the stability of customer and internal IT services. This includes troubleshooting applications, resolving incidents, performing maintenance, and applying bug fixes. The individual will also contribute to the Service Desk knowledge base by documenting common issues and solutions to enhance team efficiency and effectiveness.

On-call rotation is required for this position.

Provide first-line support through desk-side, remote, and local office support services. Identify opportunities to improve the knowledge base and increase the rate of first-line resolution. Follow documented processes for incident management and request fulfillment. Provide guidance and direction for escalated service issues. Demonstrates dedication to customer service and can assess risks quickly. Analyze and document software requirements.

Work with other colleagues within Omega Systems teams to deliver an effective Customer support service offering. Help ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolution. Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems Customer support teams both externally and internally.

Provide timely resolution to technical support issues while following company standards. Properly log, prioritize, assign, track, and respond to incidents and requests promptly. Identify and resolve incidents within agreed SLAs, policies, and procedures. Maintain support documentation of tools that are used by Customer support services. Monitor incident trends and identify recurring incidents for resolution. Ensure that all relevant incidents are linked to an appropriate problem. Proactively increase the number of calls resolved at the first point of contact. Perform root cause analysis as needed for problems, working closely with other Omega Systems support teams. Install and maintain desktop hardware and software, and provide PC hardware troubleshooting/repair. Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installs. Troubleshoot desktop usage and computer peripherals. Troubleshoot and correct defects in existing software systems. Responsible for installation, testing, troubleshooting, and repair of workstations. Responsible for the installation and configuration of workstation software. Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring. Provide accurate estimates for and track data on time spent adding new features and fixing defects. Ensure technical documentation is maintained. Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.

The job operates in a professional office environment. This role routinely utilizes standard office equipment, including computers and phones.

Minimal travel is required for this position.

Required: 2+years of information technology experience supporting inbound Customer requests or issue resolution. High school Diploma. Experience with ConnectWise Manage software or a similar ticketing system. Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.). Proficiency with Microsoft operating systems, Microsoft Office Suite, Outlook, Word, Excel, and PowerPoint, and Microsoft desktop applications. Experience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functions. Experience supporting VPN clients and VPN Administration. Experience with Microsoft 365 Entra, Exchange Online, SharePoint, Intune. Experience with Spam Filter Block/Allow Features. Conceptual understanding of LAN/WAN network infrastructure. Experience supporting applications running in an RDS environment. Excellent listening, questioning, and customer service skills. Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly, and build on knowledge learned. Ability to maintain composure, tact, and effectiveness under stressful conditions. Ability to organize information, efficiently manage time, and balance multiple priorities. Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.

Preferred: Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.