{"id":2927876,"url":"https://alion.io/job/ksm-service-technician","title":"Service Technician","company":{"id":1994786,"name":"KSM","domain":"ksmcpa.com","url":"https://alion.io/company/ksmcpa","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Indianapolis, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":79000,"period":"year","method":"role_country_seniority_unknown","sample_n":19516},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-10T03:44:20Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Job Description:\nWe’re KSM, one of the top 50 largest independent advisory, tax, and audit firms in the United States. But more than our size, it’s our people and culture that set us apart. We believe great things happen when people are supported, challenged, and given the freedom to do their very best work. That’s why we’ve built a workplace where your career and personal life can thrive together - where you have the flexibility to manage your time, the resources to grow, and a team that genuinely cares about your success.\nWe’ve been employee-owned since 2001, giving every team member a stake in our collective success. This ownership mentality fosters a culture of collaboration, curiosity, and excellence - where new ideas are welcomed, different perspectives are valued, and you’re encouraged to explore what excites you most. Whether you’re expanding your skills, tackling new challenges, or making an impact beyond the office, we provide the resources and support to help you grow in the direction that’s right for you.\nAt KSM, your contributions matter - not just to the firm, but to your colleagues, clients, and the communities we serve across the U.S. If you’re looking for a place where you can do meaningful work, build lasting relationships, and grow in ways that align with what’s most important to you, we’d love to meet you.\nThe service technicians are responsible for ensuring seamless technology support for our clients. This position involves troubleshooting, diagnosing, and resolving client service requests that support the client’s hardware and software systems. We value ingenuity, excellence, and humanity, and we are committed to maximizing our clients’ technology investments.\nWhat you will be Doing\nDrive High Customer Satisfaction:Engage with clients in a professional and courteous manner, ensuring effective communication throughout their service delivery experience.\nInstill confidence by showing that you clearly understand the problem and are the best resource to deliver an efficient and accurate resolution.\nExceed expectations. Provide proactive updates on the progress of issue resolution, validate with resource prior to completion, and explain resolution and recommendations prior to closure.\nReceive high client satisfaction ratings for professional communication and successful resolution.\n\nEfficient Incident Management:Review and respond to incoming client requests in a prompt and professional manner, ensuring alignment with Service Level Agreements (SLA’s).\nIdentify and execute basic troubleshooting steps to determine root cause and potential solutions.\nDevelop and communicate a plan for resolution or escalation for more complex incidents.\nExecute and validate resolutions in accordance with SLA’s.\nAccurately record time and maintain detailed documentation of all client interactions, technical issues, and their resolutions in the ticketing system.\n\nExcellent Service Delivery:Follow established guidelines, protocols, and standard operating procedures to ensure consistent and efficient delivery of technical support services.\nMaintain confidentiality and handle client information securely.\nManage multiple tasks and prioritize them based on urgency and impact.\nProvide accurate and detailed information to resources and client engagement teams when items are escalated.\nInvestigate automation opportunities to address repetitive tasks and manual processes.\n\nContinual Learning:Stay updated with the latest industry trends, technologies, and best practices related to the managed services industry.\nActively participate in training programs and seek opportunities for professional growth and development.\n\nRequired Knowledge, Skills, and abilities\nIn depth technical knowledge and hands-on troubleshooting experience.\nWorking knowledge of current network protocols, operating systems, and standards.\nAbility to read, understand, and maintain technical manuals, procedural documentation, and software & hardware use guides.\nWorking knowledge of device management through tools such as Microsoft Services / Intune.\nAbility to troubleshoot standard application-related problems. (Outlook, Teams, OneDrive, Excel, Word, Zoom, Slack, Adobe, etc.)\nPatience, empathy, strong communication skills with a user-friendly language.\n THIS WORK IS PERFORMED: Primarily in the Indianapolis area. Approximately 20% travel outside Indianapolis metro area, dependable transportation is required. This position requires the ability to lift at least 35 pounds.\nWe are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, sex, sexual orientation, gender identity, disability, genetic information, national origin, race, religion, veteran status, or any other protected category.\nKSM only accepts resumes directly submitted by a candidate and referrals submitted by current KSM employees. Unsolicited resumes or candidate profiles sent by staffing agencies and fee-based referral services will not be considered outside of a signed KSM vendor contract. 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