Sikich is hiring a Sikich Careers - Service Desk Associate

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.