Service Desk Technician (6913)

The Service Desk Technician provides day-to-day technical support to employees across a primarily Microsoft 365 environment. This role is responsible for resolving hardware, software, account, and access issues while delivering a responsive and professional support experience.

You will support the full employee technology lifecycle, including onboarding, equipment deployment, ongoing troubleshooting, and offboarding. The ideal candidate is customer-focused, organized, comfortable working independently, and able to recognize when an issue should be documented or escalated.

We know that you can’t have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you’ll do:

Serve as a primary point of contact for employees seeking technical assistance, troubleshooting and resolving issues involving Microsoft 365, Windows, MacOS, desktop applications, hardware, peripherals, and connectivity.

Support the full employee technology lifecycle by preparing and deploying equipment, provisioning accounts and access, assigning licenses, and completing onboarding and offboarding activities.

Manage incidents and service requests from initial contact through resolution, maintain clear ticket notes and asset records, and keep employees informed throughout the support process.

Escalate complex, recurring, security-related, or high-impact issues to the appropriate technical owner and help improve the overall support experience by identifying recurring problems, maintaining documentation, and creating knowledge articles and standard operating procedures.

What you’ll need to succeed:

1–4 years of experience in a service desk, help desk, desktop support, or similar technical support role

Working knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint

Experience supporting Windows desktops and laptops

Experience troubleshooting common hardware, software, connectivity, printing, and peripheral issues

Experience preparing and deploying laptops, monitors, docks, headsets, and other end-user equipment

Familiarity with user account provisioning, access changes, password resets, and multi-factor authentication

Experience supporting employee onboarding and offboarding activities

Ability to document troubleshooting steps, resolutions, and equipment assignments accurately

Strong customer service and communication skills, including the ability to explain technical issues in plain language

Ability to prioritize multiple requests and manage work through a ticketing system

Understanding of when to resolve, escalate, or involve another technical team

Commitment to following security, privacy, and access-control procedures

Preferred Qualifications:

Experience administering Microsoft 365 through the Microsoft 365 admin centers

Familiarity with Microsoft Entra ID, including users, groups, licenses, and authentication methods

Experience with Microsoft Intune, Autopilot, or another endpoint management platform

Experience supporting macOS, iOS, or Android devices

Familiarity with SaaS application administration and access management

Experience with IT asset inventory and hardware lifecycle management

Basic understanding of networking concepts such as Wi-Fi, DNS, DHCP, and VPN connectivity

Familiarity with ITIL concepts, incident management, and service request workflows

Experience creating knowledge-base articles, standard operating procedures, or end-user guides

Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, or equivalent practical experience

SALARY RANGE: $55,000 - $65,000

The salary range for this position is determined based on qualifications, skills, and relevant experience. The final salary offered will be determined based on several factors including:

The candidate's professional background and relevant work experience

The specific responsibilities of the role and organizational needs

Internal equity and alignment with current team compensation

This role is also eligible for additional compensation, subject to the terms and policies of MetroStar, which may include:

Performance-based bonuses

Company-paid training and/or certifications

Referral bonuses

Application Deadline: Applications will be accepted on a rolling basis until the position is filled; candidates are encouraged to apply as early as possible for full consideration.

Additional Compensation : This role may also be eligible for bonuses and/or additional incentives based on individual and company performance.

Benefits : All full-time employees are eligible to participate in our benefits programs:

Health, dental, and vision insurance

401(k) retirement plan with company match

Paid time off (PTO) and holidays

Parental Leave and dependent care

Flexible work arrangements

Professional development opportunities

Employee assistance and wellness programs

Like we said, we are big fans of our people. That’s why we offer a generous benefits package, professional growth, and valuable time to recharge. Learn more about our company culture code and benefits . Plus, check out our accolades.

• Commitment to Non-Discrimination
• All qualified applicants will receive consideration for employment based on merit and without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law.

What we want you to know:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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