Sikich is looking for a Service Desk Associate to provide technical support and management of end users, servers, and network infrastructure. In this role, you will ensure first-call resolution, triage issues, and collaborate with higher-level consultants as part of our dedicated NOC Service Desk team.
What You'll Do
- Provide first-call resolution for day-to-day customer issues and requests.
- Efficiently triage, prioritize, troubleshoot, and escalate end-user and infrastructure-related issues.
- Collaborate with Level 2 and Level 3 Consultants to troubleshoot and escalate complex issues.
- Employ exceptional customer service skills, including clear communication and prompt response.
- Accurately track time and document technical efforts in the PSA (Professional Services Automation) tool.
- Contribute to the continuous improvement of service delivery processes.
- Maintain and expand technical skills through ongoing training and professional development.
- Participate in after-hours on-call duty rotation.
- Work remotely as part of the NOC Service Desk team.
What We're Looking For
- 2 years of experience in a technical support role.
- Experience in supporting Microsoft Windows operating systems.
- Basic understanding of networking concepts and troubleshooting (e.g., IP address configuration, DNS, DHCP).
- Experience with email platforms like Microsoft Exchange or Office 365.
- Basic knowledge of server environments, including Microsoft Entra ID administration.
- Experienced in the imaging and setup of workstation builds from hardware to Windows profile configuration.
- Solid problem-solving abilities and the ability to follow structured troubleshooting procedures.
- Strong communication skills and the ability to convey technical information clearly to non-technical users.
- Ability to work effectively in team and remote work environments.
- Demonstrates enthusiasm and genuine interest in IT technologies, problem-solving, and customer service.
- Time management and organizational skills to handle multiple tasks efficiently.
Nice to Have
- Managed Services experience.
- Experience with PSA and RMM toolsets, such as ConnectWise Manage and LabTech/ConnectWise Automate.
- Mac support experience.
Technical Stack
- Microsoft Windows
- Mac
- Microsoft Exchange
- Office 365
- Microsoft Entra ID
- ConnectWise Manage
- LabTech/ConnectWise Automate
Team & Environment
You will be part of the NOC Service Desk team and collaborate closely with Level 2 and Level 3 Consultants.
Benefits & Compensation
- Compensation: Midpoint of salary range is $60,000.
- Flexible Time Off (FTO) Policy activated on first day.
- Paid holidays.
- Comprehensive wellness program with rewards.
- Flexible work arrangements.
- Health, dental, vision, life, and accident/death/disability insurance options.
- HSA employer contribution.
- Robust paid Parental Bonding Leave program covering birth, adoption, and foster children.
- 401(k) with employer contributions.
- CPA bonus with four (4) paid exam days & four (4) paid study days.
- Tuition reimbursement.
- Generous employee referral bonus program.
- Client referral bonus program.
- Pet insurance.
- FORCE – Sikich community volunteer program (up to four hours of paid time annually).
Work Mode
This is a fully remote position available to candidates located within the United States.
Sikich is an Equal Opportunity Employer M/F/D/V.
