Service Desk Technician

Position Overview

The IT Service Desk Technician 1 is responsible for delivering first-line technical support and exceptional customer service for Krayden employees. This role serves as the primary point of contact for IT incidents and service requests, ensuring timely resolution of end-user issues while supporting enterprise technology standards, security policies, and operational excellence.

The position partners with Infrastructure, Security, Applications, and business teams to provide reliable technology support, facilitate user onboarding and offboarding, maintain end-user devices, and contribute to continuous improvement of IT services and support processes.

Overall Responsibilities

• Deliver first-line technical support for enterprise hardware, software, collaboration tools, and business applications.
• Support end-user computing devices, user accounts, workplace technologies, and standard IT services.
• Process user onboarding, offboarding, access requests, and equipment provisioning activities.
• Resolve incidents and service requests while following established service levels, operational procedures, and security standards.
• Maintain accurate documentation, knowledge articles, asset records, and support activities.
• Contribute to continuous improvement of service delivery through process standardization, documentation, and knowledge sharing.

Core Responsibilities

• Diagnose, troubleshoot, and resolve hardware, software, account, connectivity, and application issues.
• Configure, deploy, maintain, and support laptops, desktops, mobile devices, printers, and peripheral equipment.
• Support identity management activities including user provisioning, password resets, access requests, and account lifecycle administration.
• Document incidents, service requests, resolutions, and technical procedures within the IT service management platform.
• Escalate complex issues to Infrastructure, Security, Applications, or third-party vendors as appropriate.
• Assist with hardware refreshes, software deployments, office moves, acquisitions, and other IT operational initiatives.
• Promote cybersecurity awareness by following security policies and identifying potential security concerns during support activities.

Desired Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or equivalent professional experience.
• 1–3 years of experience in IT Service Desk, Desktop Support, or technical customer support.
• Experience supporting Microsoft-based enterprise environments.
• Working knowledge of Windows operating systems, Microsoft 365, endpoint management, and identity administration.
• Basic understanding of networking, endpoint security, and IT service management practices.
• Strong troubleshooting, communication, customer service, and organizational skills.
• Ability to prioritize multiple support requests in a fast-paced environment while maintaining a positive customer experience.

Desired Technologies

Experience with one or more of the following technologies is preferred:

• Artificial Intelligence tools and processes
• Microsoft 365, Teams, Office 365, SharePoint, Exchange, Outlook
• Microsoft Entra ID, Active Directory
• Microsoft Intune
• Windows 10/11, Windows Intune
• Microsoft Defender/SentinelOne
• SolarWinds Service Desk or other ITSM platforms
• VPN and remote support tools

Professional Competencies

• Customer-focused service delivery
• Strong communication and interpersonal skills
• Technical curiosity and continuous learning
• Problem-solving and analytical thinking
• Teamwork and collaboration
• Process discipline and attention to detail
• Accountability and ownership
• Adaptability and professionalism

Business Outcomes

Success in this role will contribute to:

• Responsive and consistent first-line IT support across the organization.
• Improved employee productivity through timely issue resolution and high-quality customer service.
• Standardized onboarding, offboarding, device provisioning, and support processes.
• Increased compliance with IT security policies and operational standards.
• Reduced incident resolution times through effective triage, documentation, and knowledge management.
• Strong collaboration between the Service Desk, Infrastructure, Security, Applications, and business teams.

How to apply

If you are interested in this opportunity, please email [Confidential Information] with the following:

• A link to your LinkedIn profile and a CV/Resume.
• A one-page personal cover letter (optional)