Service Desk Technician

About the Role We are seeking a motivated Service Desk Technician to join our growing IT department. This role acts as the frontline of IT support, delivering fast, accurate, and approachable assistance to employees for their everyday technical needs and requests. You will troubleshoot hardware and software problems, assist with system access, and support a variety of technologies. Collaborate with senior technicians and administrators, you will gain hands-on experience with devices, enterprise systems, and cloud platforms. This is a great opportunity to build your technical skills and grow within a structured, team-oriented environment while contributing to the efficiency of our IT operations. Location – Austin TX. What You’ll be Doing Monitor and respond to incoming IT support tickets, chats, and walk-ups, ensuring requests are logged accurately and acknowledged promptly. Perform initial triage of incidents and service requests, gathering key details and applying documented troubleshooting steps before escalating when needed. Resolve common end-user issues including password resets, account unlocks, hardware setup, software installation, and connectivity problems. Follow established standard operating procedure and knowledge base articles to deliver consistent, high-quality support across the organization. Document troubleshooting steps and resolution details clearly in FreshService to support team knowledge and reporting. Assist with onboarding and offboarding tasks such as provisioning accounts, configuring devices, and collecting equipment. Escalate complex or unresolved issues to Tier 2 technicians with well-documented handoff notes. Other duties as needed. About You High school diploma or equivalent; coursework or certification in IT, Computer Science, or a related field is a plus e.g., CompTIA A+, Google IT Support Certificate. 1–3 years of IT support experience, including internships, help desk roles, or relevant academic/lab work. Eagerness to learn IT tools, processes, and best practices in a fast-paced environment. Passion for helping others leverage technology to excel at their role. Knowledge with Windows or macOS troubleshooting. Knowledge of device software security best practices. Basic understanding of hardware functionality and troubleshooting methodology. Working knowledge of Microsoft Office 365 suite. Experience with ticketing or ITSM platforms such as FreshService, Jira Service Desk, Zendesk, or ServiceNow. Comfortable communicating clearly and professionally in writing, over the phone, and face-to-face. Organized, detail-oriented, and able to manage multiple open tickets while maintaining consistent communication. Experience with remote support tools e.g., NinjaOne, Intune, TeamViewer, or similar is nice to have. Awareness of basic IT security practices account hygiene, phishing awareness, device compliance is nice to have. Understanding fundamental networking concepts DNS, DHCP, VPN, and Wi-Fi troubleshooting is nice to have. About Us NinjaOne unifies IT to simplify work for more than 40,000 customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years. What You’ll Love We are a collaborative, kind, and curious community. We honor your flexibility needs with full-time work that is hybrid remote. We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance. We help you prepare for your financial future with our 401(k) plan. We prioritize your work-life balance with our unlimited PTO. We reward your work with opportunity for growth and advancement. Additional Information This position is NOT eligible for Visa sponsorship. *Due to operational policies, NinjaOne is unable to hire for this role within the city limits of Chicago. We will consider all qualified candidates who reside outside of the city proper or are willing to self-relocate. Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to location, market demands, experience, job-related knowledge, and skills. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage and PTO. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.