Service Desk Technician - Tier 1

About the Role
We are searching for a Tier 1 Service Desk Technician to support our growing IT organization. You will join our team supporting NinjaOne's expanding employee population with timely and accurate IT troubleshooting. Use your IT expertise of computer hardware, software, and network troubleshooting to identify and diagnose day to day concerns. Triaging requests as they come, you will have a team of specialists for you to escalate problem spots. You are the go-to professional offering our end-user's assistance and training enabling your stakeholders a smooth and successful technology experience.
Location - Hybrid remote Tampa, FL- (In the office 3 days per week Mon, Tues, & Thurs)
What You'll be Doing

• Manage Tier 1 service desk ticket queues including:
• Ticket triage
• Ensuring tickets are properly diagnosed and resolved within our SLA
• Contribute to updating internal knowledge base articles
• Ensure processes and procedures are always followed to maintain policy compliance
• Prioritize tickets based on core concepts: such as number of users affected and business impact
• Collaborate with other Service Desk team members to continuously improve processes and procedure by providing feedback to Service Desk team leads.
• Maintain our hardware and software inventory and are responsible to place procurement requests when inventory is low.
• Ensure access requests have proper approval prior to granting permissions.
• Support escalation team with tasks linked to projects/KTLO service desk.
• Other duties as needed.

About You

• Familiarity with ticketing systems such as, but not limited to: Fresh Service, Jira Service Desk, or Service Now.
• Experience supporting remote workforce and remote troubleshooting using RMM or other tools, International remote support is a plus
• Excellent time management/organizational skills are a must
• Polished verbal and written communication skills
• Familiarity with major operating systems such as Windows, Mac, Linux (emphasis on Windows and Mac)
• Working knowledge of Microsoft Office 365 suite
• Experience working with Active Directory is a plus
• Experience with CMD/PowerShell commands and/or basic knowledge of other scripting languages
• Basic hardware troubleshooting/repair; ability to disassemble/reassemble desktop/laptops
• Basic knowledge of device/software security best practices

About Us
NinjaOne automates the hardest parts of IT, empowering more than 17,000 IT teams with visibility, security, and control over all endpoints. The NinjaOne platform is proven to increase productivity, while reducing risk and IT costs. NinjaOne is consistently ranked #1 for its world-class support and is the top-rated software on G2 in seven categories including endpoint management, remote monitoring and management, and patch management.
What You'll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
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