Service Desk Technician- Tier 1

We are searching for a Tier 1 Service Desk Technician, to support our growing IT organization. You will join our team supporting NinjaOne's expanding employee population with timely and accurate IT troubleshooting. Use your IT expertise of computer hardware, software, and network troubleshooting to identify and diagnose day to day concerns. Triaging requests as they come, you will have a team of specialists for you to escalate problem spots. You are the go-to professional offering our end-user's assistance and training enabling your stakeholders a smooth and successful technology experience.

Location – Austin, TX- this opportunity works daily in our Austin downtown office, parking is provided.

What You’ll be Doing

• Manage Tier 1 service desk ticket queues including:
• Ticket triage
• Ensuring tickets are properly diagnosed and resolved within our SLA
• Contribute to updating internal knowledgebase articles
• Ensure processes and procedures are always followed to maintain policy compliance
• Prioritize tickets based on core concepts: such as number of users affected and business impact
• Collaborate with other Service Desk team members to continuously improve processes and procedure by providing feedback to Service Desk team leads.
• Maintain our hardware and software inventory and are responsible to place procurement requests when inventory is low.
• Ensure access requests have proper approval prior to granting permissions.
• Support escalation team with tasks linked to projects/KTLO service desk.

About You

• Familiarity with ticketing systems such as, but not limited to: Fresh Service, Jira Service Desk, or Service Now.
• Experience supporting remote workforce and remote troubleshooting using RMM or other tools, International remote support is a plus
• Excellent time management/organizational skills are a must
• Polished verbal and written communication skills
• Familiarity with major operating systems such as Windows, Mac, Linux (emphasis on Windows and Mac)
• Working knowledge of Microsoft Office 365 suite
• Experience working with Active Directory is a plus
• Experience with CMD/PowerShell commands and/or basic knowledge of other scripting languages
• Basic hardware troubleshooting/repair; ability to disassemble/reassemble desktop/laptops
• Basic knowledge of device/software security best practices

About Us 

NinjaOne is a leading unified IT management solution that simplifies the way IT teams work. With NinjaOne, MSPs and IT departments can automate, manage, and remediate all their endpoint management tasks within one fast, modern, intuitive platform, improving technician efficiency and user satisfaction. NinjaOne supports over 10,000 customers around the world and is consistently ranked #1 for its world-class customer support. NinjaOne has been recognized as the best rated software in its category on G2 and Gartner Digital Markets for the past three 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.

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