Service Desk Technician L1/L2

Summary

Norbeck Technologies is dedicated to improving customer productivity through innovative technology solutions. They are seeking a Service Desk Technician who will manage the ticket queue, provide client support, and execute standard changes to keep client environments running smoothly.

Responsibilities

• Manage the daily ticket queue in the PSA in accordance with SLA targets
• Perform triage on incoming requests: categorize, prioritize, and route appropriately
• Execute standard changes: new user setup, printer mapping, profile fixes, password resets, and similar tasks
• Own the hypercare queue for newly onboarded clients during their first 5–10 business days
• Escalate tickets to L3 or engineering when warranted — with good notes
• Document resolutions clearly so the knowledge base stays useful

Skills

• 1–3 years of help desk or service desk experience
• Comfortable in a PSA-driven environment (ConnectWise, Autotask, HaloPSA, etc.)
• Can triage and prioritize in real time without getting rattled
• Know your way around Windows environments, Active Directory/M365 user management, and basic networking
• Communicate clearly with end users — technical and non-technical alike
• CompTIA A+, Network+, or Microsoft certifications
• Experience in a managed services environment
• Familiarity with RMM tools (NinjaRMM, Datto, Kaseya, etc.)

Qualifications

Must Haves

• 1–3 years of help desk or service desk experience
• Comfortable in a PSA-driven environment (ConnectWise, Autotask, HaloPSA, etc.)
• Can triage and prioritize in real time without getting rattled
• Know your way around Windows environments, Active Directory/M365 user management, and basic networking
• Communicate clearly with end users — technical and non-technical alike

Nice to Haves

• CompTIA A+, Network+, or Microsoft certifications
• Experience in a managed services environment
• Familiarity with RMM tools (NinjaRMM, Datto, Kaseya, etc.)