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Service Desk Technician

2 weeks ago

Indianapolis, Indiana, United States SILAC Insurance Company Full time

Service Desk Technician I

Job Overview: This role provides first-level technical support to internal users. Responsibilities involve managing inbound requests via ITSM tickets, phone calls and instant messages; troubleshooting technical issues; and ensuring timely resolution of service requests. The ideal candidate will possess excellent communication skills, a foundation in technical troubleshooting, and the ability to perform effectively in high-demand environments. This role serves as a critical point of contact for resolving IT-related problems, supporting business continuity by minimizing downtime across the organization.

Department Overview: The IT Operations department ensures the reliable operation of all technology systems across the organization. Responsibilities include managing user support, monitoring system health, and coordinating the resolution of technical issues. The department partners closely with other teams to deliver timely responses to incidents and service requests while meeting service-level agreement (SLA) commitments. Team members are expected to collaborate effectively, ensuring access to IT resources and driving continuous improvement of support services.

Job Details

  • Respond to user requests by assessing needs, troubleshooting issues, and delivering timely, accurate solutions in areas such as:
    • IT hardware and software troubleshooting
    • Account access and password resets
    • Network connectivity issues
    • Peripheral and end-user device setup (e.g., printers, scanners, mobile devices)
  • Record all incoming requests in the IT Service Management (ITSM) system
  • Document technical solutions and contribute to the knowledge base
  • Escalate unresolved issues to the appropriate higher-level IT teams
  • Conduct follow-ups with users to confirm resolution and satisfaction
  • Participate in a weekly paid on-call rotation following successful completion of probationary training period

Job Requirements

Required

  • High School diploma or equivalent
  • 1-2 years of experience in a help desk or customer service role
  • Foundational knowledge of computer systems, networks, and software troubleshooting
  • Excellent communication, customer service, and problem-solving skills

Desired

  • Associate's or bachelor's degree in information technology or related field, or equivalent experience
  • Experience using IT Service Management (ITSM) platforms (e.g., ServiceNow, JIRA)
  • Relevant technical certifications (e.g., CompTIA A+, ITIL Foundations, Microsoft)
  • Previous experience providing support in a dynamic, fast-paced environment