About the Role
Position Summary
Solero Workforce Solutions is seeking a customer-focused Help Desk / Service Desk Technician to provide first-level technical support within a large, professional organization. This position will support end users with hardware, software, network, account access, and enterprise system issues.
The Help Desk / Service Desk Technician will respond to service requests, diagnose and resolve technical problems, install and configure software and equipment, assist with user account administration, and escalate complex issues when appropriate. The successful candidate will provide exceptional customer service while ensuring incidents and requests are resolved in accordance with established Service Level Agreements (SLAs).
Essential Duties and Responsibilities
Provide first-level technical support via phone, email, chat, remote support, and in-person assistance.
Respond to and resolve incidents and service requests within established SLAs.
Troubleshoot hardware, software, operating system, printer, mobile device, and peripheral issues.
Install, configure, update, and maintain desktop and laptop computers, software applications, and peripherals.
Create, modify, and disable user accounts and assist with password resets and access requests.
Document incidents, service requests, resolutions, and troubleshooting activities within the IT Service Management (ITSM) system.
Escalate unresolved or complex issues to appropriate higher-level support teams.
Support Microsoft Windows, Microsoft 365, Teams, Outlook, SharePoint, and other enterprise applications.
Assist with workstation deployments, equipment moves, hardware replacements, and asset inventory.
Provide end-user training and technical guidance on supported technologies.
Maintain accurate documentation, knowledge base articles, and standard operating procedures.
Support technology rollouts, upgrades, refreshes, and other IT initiatives.
Follow applicable security, confidentiality, accessibility, and technology policies and procedures.
Perform other related duties as assigned.
Requirements
Minimum Qualifications
Associate degree in Information Technology, Computer Science, or a related field; equivalent relevant experience may be considered.
Minimum of two (2) years of Help Desk, Service Desk, Desktop Support, or Technical Support experience.
Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
Experience using ticketing or IT Service Management (ITSM) systems.
Strong customer service, communication, troubleshooting, and problem-solving skills.
Ability to prioritize and manage multiple support requests in a fast-paced environment.
Preferred Qualifications
Bachelor's degree in Information Technology or a related field.
Experience supporting large organizations, educational institutions, government agencies, or other public-sector environments.
CompTIA A+, Network+, ITIL Foundation, Microsoft certifications, or equivalent credentials.
Experience with Active Directory, Microsoft Entra ID (Azure AD), Intune, SCCM, or JAMF.
Experience supporting audiovisual equipment, printers, mobile devices, and related technology.
Knowledge, Skills, and Abilities
Technical troubleshooting and problem resolution
Customer service excellence
Incident and service request management
Microsoft Windows and Microsoft 365
Active Directory user administration
Hardware and software installation
Remote support tools
IT Service Management (ITSM)
Documentation and knowledge management
Analytical thinking and problem-solving
Professional communication and teamwork
Microsoft Office Suite
Physical Requirements
Ability to sit or stand for extended periods while providing technical support.
Ability to lift, move, and install computer equipment weighing up to 35 pounds.
Ability to travel to assigned work locations as required.
Ability to communicate effectively in person, by telephone, and virtually.
Background Requirements
Candidates may be required to successfully complete applicable pre-employment screening, which may include:
Criminal background screening
Fingerprinting
Employment and education verification
Professional reference checks
Drug screening, if required
Compliance with applicable security, confidentiality, and data privacy requirements
Equal Opportunity Employer
Solero Workforce Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other status protected by applicable federal, state, or local law.
About the Company
Company: Solero Workforce Solutions
Location: On SIte
Job Type: Full Time W2
About Solero Workforce Solutions
Solero Workforce Solutions is a relationship-driven staffing and workforce consulting firm dedicated to connecting organizations with exceptional talent across variety of professional industries. We pride ourselves on delivering customized workforce solutions through integrity, responsiveness, and long-term partnerships.