IT Service Desk Technician

 IT Service Desk Technician

FLSA STATUS: Non-Exempt

DEPARTMENT: IT

SUPERVISOR:  Lead Endpoint Engineer

DIRECT REPORTS: None

Position Summary

The IT Service Desk Technician is a member of our headquarters IT team and is responsible for providing fast, reliable technical assistance to employees within Trexon. This role will specifically focus on two of our business units, EZ Form and Intelliconnect, located in Hamden, CT and Crossville, TN.

This position serves as the primary point of contact for end-user hardware and software support in a Windows enterprise environment. The intended impact is to minimize downtime, maintain operational continuity, and deliver an exceptional support experience at every touchpoint across both sites. We are looking for a technically sharp, customer-first professional who takes pride in solving problems efficiently and documenting their work thoroughly. Success in this role looks like timely ticket resolution, minimal repeat issues, and end users who feel genuinely supported.

This person cares about technology, continuous learning, and helping others. They are comfortable working independently, thrive in a team environment, and bring a positive attitude to every interaction. The skillsets central to this role include hardware and software troubleshooting, Windows administration, networking fundamentals, and clear written and verbal communication.

The essential functions of the job include providing Tier 1 and Tier 2 desktop support, managing the IT service desk ticket queue, maintaining hardware and peripheral equipment, supporting infrastructure projects, and serving as a resource for end users across the EZ Form and Intelliconnect locations.

Minimum Qualifications

Education:

• High school diploma or GED required; associate's or bachelor's degree in Information Technology or related field preferred.
• CompTIA A+, Network+, or Microsoft certifications are a plus.

Experience:

• 3-5 years of experience in a desktop support or IT service desk role is required.

Knowledge:

• Working knowledge of Windows 10 and Windows 11 configurations and support on multiple hardware platforms is required.
• Extensive knowledge of Microsoft 365, Jira Service Management, Confluence Documentation, Active Directory, OneDrive, and SharePoint is preferred.
• Proficiency with mobile and telecom devices and services such as Dialpad or other VoIP systems, and various cell phone platforms, is preferred.

Skills:

• Demonstrated expertise in network troubleshooting, printer configuration, and technical support skills.
• Strong analytical thinking and problem-solving skills with the ability to visualize solutions and provide specific, detailed information to the customer.
• Ability to implement, administer, troubleshoot, and maintain infrastructure devices and technologies.
• Demonstrated ability to quickly learn or adapt to new or unfamiliar technologies, products and systems using technical documentation, online resources, and independent research.
• Strong interpersonal and communication skills with the ability to effectively work with employees of all levels, both within and outside of the IT department and organization.
• Self-motivated and proactive, with the ability to work independently while also contributing effectively in a team-oriented environment.
• Dependable and flexible, with a positive attitude and willingness to take on new challenges and responsibilities as needed!

Job Responsibilities

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational technology needs.
• Support development and implementation of new computer projects and new hardware installations.

Acquisition & Deployment

• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.
• Support development and implementation of networking/wiring projects and installations.
• Maintain up-to-date knowledge of networking/wiring contracts and supervise contract-based installations.

Operational Management

• Identify and deliver required hardware service levels according to organizational policies, and recommend, schedule, and perform hardware and peripheral equipment improvements, upgrades, and repairs in alignment.
• Liaise with, and provide training and support to, end users and staff on equipment operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot associated end user software and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.
• Receive and respond to incoming calls, tickets, and/or emails regarding hardware problems and ensure instances of hardware failure, repair, installation, and removal are comprehensively documented.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Provide guidance to junior members of the team as required.
• Manage input/output fleet, including printers and scanners.
• Oversee deployment and testing/monitoring of building battery backups.
• Liaise with third-party support and equipment vendors as necessary

Other responsibilities, initiatives, and ad-hoc projects as required.

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods of time and lift items occasionally. The noise level in the work environment is usually low.

Reports directly to the IT Infrastructure Architect. Ability to travel approximately 25%-35% between the Hamden, CT and Crossville, TN locations as deemed necessary by management.