Practicebetter seeks a Service Desk Technician to deliver services and support for a diverse customer base, including subscribers to monitoring and Service Desk offerings. You will act as a customer liaison, participate in meetings, and maintain runbook documentation.

What You'll Do

Monitor ticketing system service boards, inbound email, and receive inbound phone calls.
Act on requests and notifications in accordance with defined procedures, which vary by client.
Self-manage assigned tasks in accordance with Service Desk guidelines.
Create and manage workflow incidents within approved ticket and monitoring solutions.
Create and escalate incident response tickets.
Assist with new hire training.
Serve as an escalation point for Associate Service Desk Technicians when incidents arise.
Work in a 24/7/365 operational environment, including occasional evenings, weekends, and holidays as required.

What We're Looking For

A high school diploma or GED.
A minimum of 2 years of experience with various IT systems and applications.
Experience with Microsoft Active Directory, Outlook, Exchange, O365.
Experience with various VPN technologies and end-user computing systems and peripherals.
DNS knowledge and how it applies to network devices.
Strong written and oral communication skills.
Strong interpersonal skills.
Ability to constantly adapt to rapid change.
Intuitive ability to gather data, diagnose, and troubleshoot end-user technology.
Ability to confidently explain and deliver complex recommendations.
Personally and professionally self-motivated.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Strong desire to exceed customer service and expectations.
Strong documentation skills regarding tasks.

Nice to Have

Certifications: CompTIA A+, Network +; MS-900 (Microsoft 365 Fundamentals).

Technical Stack

Microsoft Active Directory
Outlook
Exchange
O365
VPN technologies
End-user computing systems and peripherals
DNS

Team & Environment

You will be part of the Service Desk team.

Benefits & Compensation

Compensation: $23 - $26 USD
Comprehensive medical, dental and vision plans for you and your dependents
401(k) Retirement Plan with Employer Match
529 College Savings Plan
Health Savings Account
Life Insurance
Long-Term Disability
Competitive Compensation
Training and development programs
Major offices stocked with snacks and beverages
Collaborative and cool culture
Work-life balance and generous paid time off

Work Mode

This is a remote position.

As an equal opportunity employer, Practicebetter bases all employment decisions on individual qualifications, merit, and business requirements. They do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.