Service Desk Technician

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role:

We seek a highly motivated and customer-oriented Service Desk Technician to join our team. In this role, you will manage equipment shipping, provide hardware support, and assist end-users with technical issues. Additionally, you can eventually enhance your skills and knowledge to transition into an analyst role. The ideal candidate is enthusiastic, detail-oriented, possesses excellent communication skills, and is eager to learn and grow within our organization.

What You’ll Do:

Shipping

• Coordinate and manage the shipping and receiving of equipment, ensuring timely delivery and accurate tracking for all hires, leavers, or hardware requests
• Collaborate with vendors, logistics providers, and internal teams
• Maintaining accurate records of equipment inventory, tracking numbers, and shipping-related documentation

Hardware Support:

• Provide technical assistance and troubleshooting for hardware-related issues, including desktops, laptops, printers, and peripherals
• Install, configure, and upgrade hardware components, ensuring compatibility and optimal performance
• Collaborate with vendors and internal teams to facilitate hardware repairs and warranty claims
  

Service Desk Support:

• Respond to end-user inquiries, issues, and requests promptly and professionally.
• Deskside Support/diagnose and resolve technical problems by providing step-by-step instructions or remote assistance
• Escalate complex or unresolved issues to appropriate team members while 
  

Continuous Learning and Development:

• Actively seek opportunities to expand technical knowledge and skills through training, certifications, and self-study
• Collaborate with analysts to gain insights into analytical tasks and prepare for a future transition into an analyst role
• Demonstrate a willingness to learn new technologies and stay updated with industry trends and best practices

What You’ll Bring:

• High school diploma or equivalent; additional technical certifications are a plus
• Competent with Windows/macOS
• Proficiency in using Service Desk software and ticketing systems i.e. - ServiceNow
• Understanding of Active Directory, Group Policy, Office365 
• Proven experience in providing technical support and troubleshooting hardware-related issues
• Knowledge of Asset Management
• Familiarity with shipping processes, logistics, and inventory management
• End-user / Customer Focused
• Ability to adapt to a fast-paced environment and change
• Exceptional analytical and problem-solving skills
• Ability to work independently and as part of a team
• Eagerness to learn and develop
• Meticulous attention to detail and a high level of accuracy
• Excellent organizational and time management skills
• Effective communication (both written and verbal) and ability to do presentations
• Willingness to work flexibly in response to changing organizational requirements
• An understanding of IT trends and capabilities
• Approachable with good interpersonal skills and the ability to interact with staff effectively at all levels

Nice To Have:

• Experience working with Endpoint Security Technology
• Logistics Management
• CompTIA A+

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the worldwide leader in intelligent identity and access security, empowering organizations to protect identities, stop threats, and deliver dynamic access to empower and secure a work-from-anywhere world. Our integrated products and platform offer the industry's most advanced privileged access management (PAM) solution, enabling organizations to quickly shrink their attack surface across traditional, cloud, and hybrid environments.

Learn more: www.beyondtrust.com