Service Desk Technician (Remote)

About this role

Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.

Ready to discover the possibilities that live in technology?

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

About the Role:

The Service Desk Technician will provide services and support for a wide variety of customers, including multiple subscribers to the Company’s monitoring and contract Service Desk offerings. In addition, this position will act as a customer liaison for the Service Desk team as assigned. This position will also be responsible for updating runbook documentation as required or requested.

What You’ll Do:

• Monitor ticketing system service boards, inbound email, and receive inbound phone calls.

• Support multiple customer environments.

• Troubleshoot basic end-user desktop issues.

• 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 issues arise with incidents.

REQUIRED SKILLS AND EXPERIENCE:

• A high school diploma or GED is required.

• A minimum of 2 years of experience with various IT systems and applications.

• Microsoft Active Directory, Outlook, Exchange, O365, and others.

• Various VPN technologies, end-user computing systems, and peripherals.

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

• 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 for tasks that will ultimately improve the team's knowledge base.

Actual salary will be based on a variety of…