Service Desk Technician

Trace3

Remote Service Desk Technician supporting Trace3’s managed IT services customers. Troubleshooting desktop issues, managing incidents, and supporting multiple customer environments.

Posted 8/4/2026full-timeRemote • Kentucky • 🇺🇸 United StatesJuniorMid-Level💰 $23 - $27 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support and customer service, with a strong focus on troubleshooting end-user technology and managing incidents in ticketing systems. Proficient in Microsoft applications and VPN technologies, with a commitment to enhancing customer satisfaction and team documentation.

Highest-signal resume keywords

Microsoft Active DirectoryCompTIA A+ CertificationCompTIA Network+ CertificationEnd-User Technology TroubleshootingIncident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Systems SupportTicketing System ManagementVPN TechnologiesEnd-User Computing SystemsDNS KnowledgeMicrosoft OutlookMicrosoft ExchangeMicrosoft O365Documentation SkillsWorkflow Incident Management

Soft Skills

Strong Written CommunicationStrong Oral CommunicationInterpersonal SkillsAdaptabilitySelf-Motivation

Certifications & Qualifications

CompTIA A+CompTIA Network+MS-900 (Microsoft 365 Fundamentals)

Industry Keywords

Service DeskCustomer LiaisonIncident ResponseNew Hire TrainingHigh-Pressure Environment

Tech Stack

Tools & technologies

DNS

About the role

Key responsibilities & impact

Provide services and support for a wide variety of customers, including subscribers to the Company’s monitoring and contract Service Desk offerings
Act as a customer liaison for the Service Desk team as assigned
Update runbook documentation as required or requested
Monitor ticketing system service boards and inbound email, and receive inbound phone calls
Support multiple customer environments
Troubleshoot basic end-user desktop issues
Act on requests and notifications according to client-specific procedures
Self-manage assigned tasks under Service Desk guidelines
Create and manage workflow incidents in approved ticketing and monitoring solutions
Create and escalate incident response tickets
Assist with new hire training
Serve as an escalation point for Associate Service Desk Technicians

Requirements

What you’ll need

High school diploma or GED required
Minimum 2 years of experience with various IT systems and applications
Experience with Microsoft Active Directory, Outlook, Exchange, O365, and other applications
Experience with various VPN technologies, end-user computing systems, and peripherals
CompTIA A+ and Network+ certifications
Knowledge of MS-900 (Microsoft 365 Fundamentals) preferred
DNS knowledge and understanding of its application to network devices
Strong written and oral communication skills
Strong interpersonal skills
Ability to adapt constantly to rapid change
Ability to gather data, diagnose, and troubleshoot end-user technology
Ability to explain and deliver complex recommendations confidently
Self-motivated personally and professionally
Ability to prioritize and execute tasks effectively in a high-pressure environment
Strong desire to exceed customer service expectations
Strong documentation skills to improve the team’s knowledge base

Benefits

Comp & perks

Comprehensive medical, dental and vision plans for you and your dependents
401(k) Retirement Plan with Employer Match
529 College Savings Plan
Health Savings Account
Life Insurance
Long-Term Disability
Competitive Compensation
Training and development programs
Major offices stocked with snacks and beverages
Collaborative and cool culture
Work-life balance and generous paid time off