Service Desk Technician

Job Title: Service Desk Technician

Job Summary

The Service Desk Technician I serves as the first point of contact for IT incidents and service requests, with an expanded focus on shift-left support, automation utilization, and proactive issue resolution. This role is responsible for resolving a higher volume of incidents at first contact by leveraging advanced troubleshooting techniques, knowledge-centered support (KCS), and automation tools.

Key Responsibilities

·        Serve as the primary point of contact for all IT support requests via phone, chat, email, and self-service portals

·        Perform advanced first-level troubleshooting across endpoints, applications, and access management

·        Resolve a broader range of issues at Tier 1 through shift-left practices, minimizing escalations to Tier 2

·        Utilize and execute automation tools for routine tasks (e.g., account unlocks, software installs, device remediation)

·        Identify repeat issues and contribute to automation opportunities and process improvements

·        Create, update, and maintain knowledge base articles following Knowledge-Centered Service (KCS) practices

·        Actively promote and guide users toward self-service capabilities and automation tools

·        Monitor ticket queues and proactively address aging tickets to maintain SLA/SLO compliance

·        Ensure accurate, detailed, and standardized documentation of all incidents and requests

·        Collaborate with Tier 2/3 teams to refine troubleshooting steps and reduce future escalations

·        Participate in continuous improvement initiatives, including problem management and root cause analysis

·        Provide high-quality customer service with clear communication and expectation setting

Required Qualifications

·        1–3 years of experience in a service desk or technical support role

·        Strong working knowledge of:

o   Windows OS and endpoint environments

o   Microsoft 365 / cloud-based collaboration tools

o   Active Directory / identity and access management

·        Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy)

·        Demonstrated ability to troubleshoot beyond basic scripts and resolve issues independently

·        Strong written and verbal communication skills.

Preferred Qualifications

·        Industry certifications (e.g., CompTIA A+, HDI Support Center Analyst, ITIL Foundation)

·        Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)

·        Familiarity with endpoint management tools (e.g., Intune, SCCM, JAMF)

·        Exposure to remote monitoring and management (RMM) tools

·        Experience in a Knowledge-Centered Service (KCS) environment

Marathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.