{"id":3155909,"url":"https://alion.io/job/lyra-service-desk-technician","title":"Service Desk Technician","company":{"id":678790,"name":"LYRA","domain":"lyratechgroup.com","url":"https://alion.io/company/lyratechgroup","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Columbia, United States","Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":65000,"currency":"USD","period":"year","gross":null,"usd_annual":65000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-23T13:52:36Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-28T16:21:39Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.\nLyra Technology Group is looking for a Service Desk Technician to join one of our operating technical teams. This role is the first point of contact for technical support, helping end users with hardware, software, and network issues by phone, email, ticketing system, and in person. The Service Desk Technician resolves common issues quickly, documents every interaction, and escalates more complex problems to Tier 2 or specialist teams when needed. The ideal candidate is patient, organized, and customer-focused, takes a systematic approach to troubleshooting, and wants to build the skills to advance into Tier 2 support.\nYou will own...\nTechnical Support\nRespond to incoming support requests via phone, email, the ticketing system, and in person. Next \nDiagnose and resolve basic hardware issues, including desktops, laptops, printers, and peripherals.\nAdminister Microsoft 365 and Entra ID: mailboxes, licensing, security groups, shared resources, and basic Purview/compliance tasks\nTroubleshoot common software problems in standard business applications.\nHandle password resets, account lockouts, and access permission requests.\nProvide basic network connectivity troubleshooting.\nEnd User Services\nSet up and configure new workstations and equipment for employees.\nInstall, update, and maintain standard software applications.\nCreate and maintain user accounts in accordance with IT policies.\nSupport mobile device setup and troubleshooting.\nProvide training and guidance to users on basic technology functions.\nEscalation & Collaboration\nIdentify issues that require escalation to Tier 2 or specialist teams, and follow established escalation procedures and timelines.\nCollaborate with other IT team members to resolve complex issues.\nParticipate in knowledge sharing and team meetings.\nDocumentation & Service Quality\nDocument all support interactions accurately in the ticketing system, maintaining documentation accuracy of 95% or higher.\nAcknowledge new support requests within 30 minutes during business hours.\nResolve or escalate 80% of Tier 1 issues within 4 hours, and maintain a first-contact resolution rate of 70% or higher.\nMaintain a user satisfaction rating of 4.0 or higher on a 5-point scale.\nComplete all required follow-ups within 24 hours.\nContribute solutions and documentation to the internal knowledge base.\nOur ideal Service Desk Technician has the following qualifications:\nWorking knowledge of Windows and macOS operating systems.\nSolid working knowledge of Microsoft 365 administration\nBasic understanding of networking concepts, including TCP/IP, DNS, and DHCP.\nExperience with Active Directory user management.\nComfort using remote support tools.\nA systematic troubleshooting approach and the ability to research and apply solutions independently.\nGood judgment about when to escalate versus continue troubleshooting.\nStrong written and verbal communication skills, including the ability to explain technical concepts in non-technical terms.\nPatience and empathy when working with frustrated users, and a professional, customer-service-oriented demeanor.\nEffective time management and prioritization.\nConsistent attendance and punctuality, availability during scheduled core support hours, and willingness to join an on-call rotation if applicable.\nCommitment to IT security policies and to keeping sensitive information confidential.\nInterest in continued learning, including completing assigned training on time and staying current with supported technologies.\nThis role is based in Columbia, South Carolina and will operate on a hybrid basis, with a base compensation range of $55,000-65,000.\nWe are looking for someone who takes ownership of every ticket, from first contact through resolution or a clean handoff. The right candidate consistently meets performance targets, learns from past incidents to improve future responses, looks for ways to improve our processes, and leaves users with a positive experience. This role is a foundation for a career in IT, with potential progression to Tier 2 Support, specialized technical roles, or other IT paths based on performance, interest, and organizational needs.","description_format":"text","description_chars":4667,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-10-23T14:29:32Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":46,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":{"stated_usd_annual":65000,"is_top_pay":false},"html_url":"https://alion.io/job/lyra-service-desk-technician","json_url":"https://alion.io/job/lyra-service-desk-technician.json","meta":{"generated_at":"2026-10-28T16:39:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22624,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678790},"rest":"https://alion.io/mcp/rest/get_company?id=678790"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flyra-service-desk-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flyra-service-desk-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flyra-service-desk-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lyra-service-desk-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flyra-service-desk-technician"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3155909}},{"tool":"search_jobs","arguments":{"company":"lyratechgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3155909},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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