Service Desk Technician (Night Shift /… at Moser… · Indianapo…

Summary: Moser Consulting is a company known for its commitment to collaboration and continuous improvement in IT services. The Service Desk Technician plays a critical role in providing technical support within a 24/7 Service Center, ensuring user satisfaction and effective incident resolution while maintaining operational continuity. Responsibilities: - Provide first-level contact and convey resolutions to user issues - Properly escalate unresolved queries to the next level of support - Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards - Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network - Identify potential changes and system improvements to present to senior team leaders for consideration and implementation - Ensure that work is carried out within agreed service levels and in accordance with department guidelines - Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients - Create, maintain, and distribute reports of progress to senior leadership - Maintain ticketing system with up-to-date solutions and clear record of activities Required Qualifications: - Bachelor's degree in computer science, information technology, or a related field; or equivalent experience - Collaborates with IT teams for complex issue resolution and process improvement - Acts as a liaison between the IT department and other business units, ensuring aligned objectives - Assists in vendor interactions under supervision, learning the basics of vendor communication and the importance of aligning vendor solutions with organizational needs - Contributes to IT knowledge base by documenting frequent user queries and resolutions - Provide first-level contact and convey resolutions to user issues - Properly escalate unresolved queries to the next level of support - Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards - Provides advice and guidance to colleagues regarding incidents - Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance - Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network - Identify potential changes and system improvements to present to senior team leaders for consideration and implementation - Ensure that work is carried out within agreed service levels and in accordance with department guidelines - Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients - Create, maintain, and distribute reports of progress to senior leadership - Maintain ticketing system with up-to-date solutions and clear record of activities - Candidates must have reliable transportation, as this role may require travel between locations Preferred Qualifications: - CompTIA A+ - COMTIA Network+ - Microsoft Certified Desktop Support Technician (MCDST) - Microsoft Certified Professional (MSP) - Cisco Certified Network Associate (CNA) Required Skills: Windows systems, Microsoft 365, CompTIA A+ Important Skills: Technical troubleshooting Nice-to-Have Skills: Customer service Benefits: Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement., Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan., PO and HDHP Medical Plans: Choose the health insurance program that best fits your needs., Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care., Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center., Wellness Program: We promote a healthy lifestyle with our wellness program., Catered Lunches: Enjoy delicious catered lunches regularly.