{"id":554385,"url":"https://alion.io/job/trace3-service-desk-technician-remote","title":"Service Desk Technician (Remote)","company":{"id":1703,"name":"Trace3","domain":"trace3.com","url":"https://alion.io/company/trace3","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":83,"open_postings":9,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Louisville, United States","Indianapolis, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DNS","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-08-04T18:53:26Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-13T09:10:29Z","board_verified":true,"closed_at":null,"days_open":100,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":100},"description":"Who is Trace3?\nTrace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.\nOur culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!\nTrace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco. \nReady to discover the possibilities that live in technology?\nCome Join Us!\nStreet-Smart - Thriving in Dynamic Times\nWe are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.\nJuice - The “Stuff” it takes to be a Needle Mover \nWe get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.\nTeamwork - Humble, Hungry and Smart\nWe are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures - not just their success. We appreciate the individuality of the people around us.\nAbout the Role:\nThe Service Desk Technician will provide services and support for a wide variety of customers, including multiple subscribers to the Company’s monitoring and contract Service Desk offerings. In addition, this position will act as a customer liaison for the Service Desk team as assigned. This position will also be responsible for updating runbook documentation as required or requested.\n\nCurrent position open:\n\nWeekend Days: Saturday/Sunday 7:00am - 7:30pm and Monday/Tuesday 7:00am - 3:30pm EST\nWhat You’ll Do:\nMonitor ticketing system service boards, inbound email, and receive inbound phone calls.\nSupport multiple customer environments.\nTroubleshoot basic end-user desktop issues.\nAct on requests and notifications in accordance with defined procedures, which vary by client.\nSelf-manage assigned tasks in accordance with Service Desk guidelines.\nCreate and manage workflow incidents within approved ticket and monitoring solutions.\nCreate and escalate incident response tickets.\nAssist with new hire training.\nServe as an escalation point for Associate Service Desk Technicians when issues arise with incidents. \n\nREQUIRED SKILLS AND EXPERIENCE:\nA high school diploma or GED is required.\nA minimum of 2 years of experience with various IT systems and applications.Microsoft Active Directory, Outlook, Exchange, O365, and others.\nVarious VPN technologies, end-user computing systems, and peripherals.\n\nCertifications: CompTIA A+, Network +; MS-900 (Microsoft 365 Fundamentals) preferred.\nDNS knowledge and how it applies to network devices.\nStrong written and oral communication skills.\nStrong interpersonal skills.\nAbility to constantly adapt to rapid change.\nIntuitive ability to gather data, diagnose, and troubleshoot end-user technology.\nAbility to confidently explain and deliver complex recommendations.\nPersonally and professionally self-motivated.\nAbility to effectively prioritize and execute tasks in a high-pressure environment.\nStrong desire to exceed customer service and expectations.\nStrong documentation skills for tasks that will ultimately improve the team's knowledge base.\nActual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.\nEstimated Pay Range\n$23—$27 USD\nThe Perks\nComprehensive medical, dental and vision plans for you and your dependents\n401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability\nCompetitive Compensation\nTraining and development programs\nMajor offices stocked with snacks and beverages\nCollaborative and cool culture\nWork-life balance and generous paid time off\nOur Commitment\nAt the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.\nWe’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.\nAs an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.\nAny demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.\nIf you require a reasonable accommodation to complete the application process or participate in an interview, please email .\n***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. 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