Service Desk Technician

Job Title: Service Desk Technician

Company: Tech Guru – IT for Accounting Firms

Location: Remote

Employment type: Full-time and on call (Monday to Friday, 08:00 A.M to 05:00 P.M CST)

Job Mission

At Tech Guru, the mission of the Service Desk Technician is to provide exceptional technical support, ensuring seamless and efficient IT operations for our clients. With a focus on delivering outstanding customer service, the Service Desk Technician helps clients navigate and resolve stressful technical issues through various support channels including phone, chat, email, and remote management tools.

The Service Desk Technician will utilize their working knowledge of servers, networking equipment, and various administrative control panels to troubleshoot and resolve hardware, software, and network issues. They will handle a wide range of devices and technologies, including PCs, Microsoft servers, smartphones, printers, routers, virtual machines, VOIP systems, and VLANs.

Our ideal candidate communicates effectively and tactfully with clients of varying technical expertise and emotional states, ensuring a positive support experience.

Key Role Objectives

Technical Support:

Provide direct support via phone, chat, email, and remote management tools to help users resolve stressful technical issues.

Troubleshoot hardware, software, and network issues remotely, including PCs, Microsoft servers, smartphones, printers, routers, VMs, VOIP, and VLANs.

Perform direct and self-guided remediation of server and network outages.

User and Account Management:

Set up new users and maintain their accounts through a variety of administrative control panels.

Carefully prepare new computers tailored to each user’s unique environment.

Certifications and Knowledge:

Maintain or obtain A+ and N+ certifications, demonstrating commitment to ongoing professional development (Tech Guru will support certification costs if not currently held).

Client Communication:

Communicate effectively and tactfully with clients of varying technical knowledge levels and emotional states, ensuring a positive support experience.

Demonstrate patience, humility, and adaptability in a fast-paced and rapidly changing environment.

Operational Excellence:

Take ownership of troubleshooting and resolving hardware, software, and network issues, ensuring reliable and effective solutions.

Maintain the integrity and security of client systems by managing user accounts and setups.

About You

At Tech Guru, we are looking for a Service Desk Technician who embodies the qualities and expertise needed to excel in a dynamic, client-focused environment. Here’s what makes you an ideal candidate for this role:

Experience and Expertise:

You have over two years of experience providing technical support, demonstrating a solid understanding of servers and networking equipment.

You have experience with Microsoft Windows Server and Active Directory.

Certifications:

You either hold or are willing to obtain A+ and N+ certifications, showing your commitment to maintaining industry standards and continuous learning.

Technical Skills:

You can troubleshoot a wide range of devices and technologies, including PCs, Microsoft servers, smartphones, printers, routers, virtual machines, VOIP systems, and VLANs.

You are proficient in setting up new users and maintaining their accounts through various administrative control panels.

Personal Attributes:

You demonstrate patience, humility, and adaptability, thriving in fast-paced and rapidly changing environments.

You possess strong communication skills, able to interact personably and tactfully with clients of varying technical knowledge levels and emotional states.

Problem-Solving Skills:

You excel in problem-solving, able to independently and proactively address and resolve server and network outages.

Core Values Alignment:

Caring: You create a supportive environment for both clients and team members, meticulously preparing solutions tailored to unique client needs.

Accountable: You take ownership of your work, maintaining high standards of reliability and performance in all projects.

Responsive: You efficiently manage critical tasks such as email tenant migrations and cloud environment maintenance, minimizing client disruptions.

Empathetic: You communicate empathetically and effectively with clients, building strong, trust-based relationships through understanding and responsiveness.

About Tech Guru

Founded in 2004, Tech Guru exists to help people live their best lives by leveraging cutting-edge technology

Today we focus on IT for accounting firms, serving firms across the United States and Canada

We aim to be the IT support for 1,000+ CPA firms by 2033

We have a global team of dedicated, caring, and smart people

Tech Guru’s Commitment to Diversity Equity & Inclusion (DEI): Tech Guru believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.

How to Apply:

Apply today to a company that puts a premium on outstanding company culture. Happy employees lead to happy clients! Tech Guru values our top-notch service team, and we show it! We welcome passionate candidates to submit their CV, cover letter, and answer the follow Application/s questions:

What Makes You Unique?

Caring is one of Tech Guru’s core values. Please share a brief example of a time you demonstrated caring for a customer, co-worker, or family member.

Does your desired salary fall within the range listed in the job posting?