Service Desk Technician

Description

The Service Desk Technician is a critical front-line role responsible for delivering first-level technical support to users across OTS and our partner organizations. Approximately 80% of this role is customer-facing, requiring a strong commitment to providing exceptional service and ensuring every customer interaction is handled with the utmost care, empathy, and professionalism.

This individual's primary focus is working support tickets and delivering timely, accurate, and courteous technical assistance. While project work may be assigned when available, the core responsibility is to serve as a trusted resource for clients, resolving common IT issues and escalating complex problems to higher-level support teams when necessary.

Success in this role depends on leveraging the internal knowledge base, collaborating with senior analysts, and engaging higher-tier support teams. The ideal candidate will demonstrate outstanding communication, have a strong sense of urgency, problem-solving, and customer service skills, along with a solid understanding of basic IT concepts and systems. Above all, they must be passionate about creating positive customer experiences and building lasting trust through every interaction.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Provide first-level technical support via phone, email, and ticketing portal, including tasks such as gathering log files, password resets, troubleshooting, and triaging incidents and service requests from customers.
• Efficiently prioritize, triage, and manage tickets in the queue, ensuring all actions align with OTS best practices for ticket handling.
• Take full ownership of assigned tickets by maintaining strong communication with partners to understand the issue, providing frequent and meaningful updates, and acting with urgency to drive resolution.
• Follow up with clients in a timely manner, resolve incidents, fulfill requests, and escalate tickets to the appropriate team when necessary.
• Review and contribute updates to the internal knowledge base to improve support accuracy and efficiency.
• Attend and actively participate in team meetings, both within the department and cross-functionally.
• Assist with pilot testing and evaluation of software prior to production rollout.
• Participate in a rotating Saturday shift and serve on-call for one week approximately every 2½ months.
• Perform other duties as assigned.

Requirements

Qualifications

Supervisory Responsibilities

Work Environment

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Cognitive Requirements

Physical Requirements

Emotional Effort

Internal / External Interaction

Compensation and Benefits