[Remote] Service Desk Technician

Note: The job is a remote job and is open to candidates in USA. Switchfast Technologies, now part of Ascend Technologies, is seeking a Service Desk Technician who will serve as the first point of contact for customers needing IT support. The role involves providing high-quality customer service, resolving technical issues, and managing end-user incidents and requests efficiently.

Responsibilities

• Act as the first point of IT support for our customers
• Answering incoming calls, emails, and web-submissions in a customer friendly and efficient manner
• Resolve end-user incidents and requests efficiently
• Explain technical issues and terms in a way our clients can understand
• Providing high-end, customer focused service that our clients expect
• Service Desk position may have on-call responsibilities and an occasional weekend/holiday work requirement on a rotational basis. (Any Holidays worked are paid 2x the hourly salary)
• Other responsibilities as assigned by management

Skills

• Strong technical aptitude with Level 1 experience supporting and resolving end user issues related to Windows OS, O365, AV tools, mobile devices, VOIP, Active Directory, firewalls/switches, Onboarding/Offboarding Requests, and other infrastructure requirements
• One year of experience in a technical position
• Top performers in customer service positions: answering support calls, emails and following up with clients
• Consistently exceeded customer expectations by providing exemplary service
• Service Desk or customer support experience preferred

Benefits

• Health, dental, and vision insurance
• Retirement savings options
• Flexible time off (FTO)
• Professional development opportunities
• Any Holidays worked are paid 2x the hourly salary

Company Overview