The Intermediate Service Desk Technician plays a key role in supporting internal customers by providing timely and effective technical assistance. This position focuses on resolving a wide range of end-user issues and service requests, primarily through phone and remote support tools. The technician works collaboratively with team members and escalation partners, applying established procedures to ensure consistent service delivery. This role requires solid technical knowledge, strong communication skills, and a customer-focused mindset.Duties and Responsibilities· Respond to and resolve incidents and service requests using remote tools and documented procedures.· Escalate complex or critical issues to senior technicians or management as needed.· Maintain thorough and accurate documentation of incidents and their resolutions.· Understand and adhere to Service Level Agreements (SLAs), ensuring timely response and resolution of incidents in accordance with defined service standards.· Provide high-quality technical support with a strong emphasis on customer service.· Communicate clearly and professionally with end-users to understand and resolve issues.· Perform a detailed initial diagnosis of technical issues and escalate when necessary.· Collaborate with team members and escalation partners to ensure timely resolution of incidents for end users.· Manage multiple tasks and prioritize based on urgency and impact.· Follow service-level guidelines to meet response and resolution targets.· Deliver first-tier support via phone and chat, resolving common technical issues and requests.· Provide status updates and follow-up communication to users.· Apply basic troubleshooting techniques to resolve hardware, software, and connectivity issues.· Demonstrate patience and persistence in resolving user problems.· Assist with installing and configuring software applications using automated tools and manual methods.· Log and track incidents and requests in the ticketing system.· Apply basic ITIL principles such as Incident and Change Management.· Use and contribute to internal knowledge articles to support consistent issue resolution.· Follow guidelines for ticket categorization and priority assignment.· Participate in team meetings and contribute to group initiatives.· Support team projects and assist with ad hoc tasks as assigned.QualificationsEducation· Associates Degree or Technical Certificate in IT-related field preferred.Experience· 1-3 years of experience in a Help Desk or Service Desk environment.· A+ Certification or equivalent is desirable.· Exposure to ITIL practices and HDI certifications are a plus.· Working knowledge of Microsoft Windows 11, macOS, Office 365, Active Directory, VPN, and basic networking concepts.· Familiarity with mobile operating systems (iOS and Android) and common hardware (desktops, laptops, printers, etc.).· Strong verbal and written communication skills.· Ability to explain technical concepts to non-technical users.· Strong organizational and time management skills.· Willingness to work flexible hours, including occasional evenings or weekends