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OUR GOAL: 
Treat our consultants and clients the way we would like others to treat us!
 
Interested in joining our team? Check out the opportunity below and apply today!
  
The Service Desk Technician contractor is responsible for providing timely, customer-focused technical support to end users across the organization. This role handles both first-call resolution tasks and more advanced troubleshooting, ensuring issues are resolved efficiently or escalated appropriately. The ideal candidate is proactive, detail‑oriented, and excels in a fast-paced support environment. 
 
**Fully remote but workers must be in the EST time zone (8-5pm) 

Key Responsibilities 

• Serve as the first point of contact for technical support via phone, chat, or ticketing system.   
• Troubleshoot and resolve common issues related to:    
• Windows and macOS operating systems   
• Microsoft 365 apps (Outlook, Teams, OneDrive, etc.)   
• Password resets and account lockouts   
• Basic network connectivity issues   
• Hardware peripherals (printers, monitors, docking stations)   
• Create, update, and close service tickets with accurate documentation.   
• Follow standard operating procedures and knowledge base articles.   
• Provide excellent customer service and maintain a positive user experience.   
• Perform advanced troubleshooting on desktop, laptop, and mobile device issues.   
• Configure, deploy, and support workstations using standard imaging and provisioning tools.   
• Install and support business-specific applications.   
• Support audiovisual and conference room equipment.   
• Investigate and resolve more complex networking, access, and permissions issues.   
• Collaborate with system administrators or network teams for escalations.   
• Participate in root-cause analysis and continuous improvement initiatives. 

 
Soft Skills  

• Strong interpersonal and communication abilities.   
• Ability to multitask and prioritize in a high‑volume environment.   
• Team-oriented with a willingness to learn and grow.   
• High attention to detail and follow-through. 

 
Qualifications 
Required  

• 1-3 years of technical support or service desk experience.   
• Strong knowledge of Windows 10/11 and basic macOS support.   
• Experience with Microsoft 365 administration (account provisioning, mailbox troubleshooting, Teams support).   
• Understanding of Active Directory, group policies, and permissions.   
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).   
• Familiarity with ITSM ticketing systems such as ServiceNow, Zendesk, or Freshservice.   
• Excellent communication, customer service, and problem‑solving skills. 

 
Preferred

• CompTIA A+, Network+, or equivalent certifications.   
• ITIL Foundations, HDI, or equivalent certifications.   
• Experience with endpoint management platforms (Intune, SCCM, Jamf, etc.).   
• Knowledge of security best practices for end‑user devices.   
• Experience supporting remote/hybrid workforce environments. 

 
Physical & Work Environment Requirements  

• Ability to sit for long periods of time.   
• Occasional travel to regional offices may be required.   
• Standard business hours with periodic on-call or after-hours support. 

Reference: 1056706  
  
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Revel IT, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the description, we encourage you to apply anyway. You might be the right candidate for this or our other open roles!  

  
Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.  

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