Service Desk Technician

Indianapolis, IN, United States

About Moser

For more than 25 years we have formed partnerships and grown through open and honest collaboration with our clients, partners, and employees. We are best known for taking great care of our clients, our dedication to creating a work environment where employees do their best work, and our deep commitment to continuous improvement. Our consultants work in a collaborative and fast-paced environment, are self-motivated, and are passionate about evolving technology. It is no accident that we are recognized as one of the Best Places to Work in Indiana for 10 consecutive years.

Internally, we believe in building strong teams from the top down with a focus on values in our Model-Coach-Care philosophy. Our leadership are encouraged and trained to model good practices, mentor other employees and each other, and show empathy and caring in all interactions. This is the base of our core values: Accountability, Balance, Collaboration, Focus, Integrity, Social Responsibility, Support and Transparency.

Moser Consulting believes in equal opportunity for all people and is committed to enabling a diverse, equitable, and inclusive culture. We foster a spirit of unity that respects the remarkable individuality of everyone's culture, history, and service.

Description

The Service Desk Technician is a dynamic role essential for the maintenance of IT operations within the organization. This position serves as the first point of contact for users facing technical issues, ensuring a seamless flow of support and information. Responsibilities include managing inquiries, diagnosing software and hardware issues, and guiding users through step-by-step solutions. The role demands a proactive approach to problem resolution, excellent communication skills, and an in-depth understanding of IT infrastructure. The technician is expected to prioritize user satisfaction, maintain detailed records of user interactions, and contribute to the improvement of IT services. Continuous learning and adaptation to new technologies are vital for success in this role. The ideal candidate will demonstrate a blend of technical expertise, customer service excellence, and a collaborative spirit. This role requires extensive familiarity with Windows systems, Microsoft 365 and frequently involves both risk assessment and user support tasks. IT support specialists leverage their expertise with the Windows operating system to develop and deploy PCs, support day-to-day system performance, and prevent data loss and unauthorized access.

Requirements

Bachelor's degree in computer science, information technology, or a related field; or equivalent experience.

Collaborates with IT teams for complex issue resolution and process improvement.

Acts as a liaison between the IT department and other business units, ensuring aligned objectives.

Assists in vendor interactions under supervision, learning the basics of vendor communication and the importance of aligning vendor solutions with organizational needs.

Contributes to IT knowledge base by documenting frequent user queries and resolutions.

Provide first-level contact and convey resolutions to user issues.

Properly escalate unresolved queries to the next level of support.

Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.

Provides advice and guidance to colleagues regarding incidents.

Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.

Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network.

Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.

Ensure that work is carried out within agreed service levels and in accordance with department guidelines.

Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients.

Create, maintain, and distribute reports of progress to senior leadership.

Maintain ticketing system with up-to-date solutions and clear record of activities.

Preferred Skills

CompTIA A+

COMTIA Network+

Microsoft Certified Desktop Support Technician (MCDST)

Microsoft Certified Professional (MSP)

Cisco Certified Network Associate (CNA)

Where You'll Work

Moser has two offices in Indianapolis, IN, and one in Baltimore, MD. This position will require the candidate to work a hybrid/onsite schedule out of one of our Indianapolis, IN offices.

Benefits

For more than 25 years, Moser Consulting has been the go-to source for exceptional IT talent with the ability to self-manage. At Moser Consulting, our people are our #1 asset. We hire the best people, welcome them like family, connect them with opportunities, and let them do what they do best: produce innovative solutions to technology problems.

Our culture gives us a competitive advantage by keeping our employees happy, healthy, and by lowering stress levels in a very demanding industry. It is no accident that we are recognized as one of the Best Places to Work in Indiana. We focus on giving employees: an incredible work space; a fun, collaborative, and creative atmosphere; an extremely generous compensation package; and dozens of outstanding and unique perks usually not found at one company.

Moser Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.