Service Desk Technician - Tier 1

About the Role
We are seeking a level 1 Service Desk Technician for our growing IT department. This entrylevel
role is the frontlines of our team's delivery of prompt and precise IT services to NinjaOne's
increasing workforce.
Leverage your knowledge of computer hardware, software, cloud platforms, and networking to identify
and resolve issues and deliver appropriate technology solutions to our workforce.
In this role you will directly troubleshoot and resolve common issues and requests and will have direct
access to in-team specialists and team leads as knowledge resources and escalation points for more
complex issues.
Location - Austin, TX - this opportunity works daily in our Austin downtown office, parking is provided.
What You'll Be Doing
Conduct initial triage of new tickets from end-users:

• Prioritize tickets based on ticket type, number of users aPected, and business impact
• Acknowledge and resolve requests within your scope in a timely manner
• Use internal documentation as a guide to delivering standard, compliant IT services and solutions
• Refer/reroute more complex tickets to appropriate specialists, resolver groups, or other partners

Deliver frontlines service and support in response to incoming tickets:

• Employee Onboarding (Accounts & access, Hardware, Software, Day-1 enablement)
• Hardware break/fix, OS/software troubleshooting
• Request fulfillment (Licenses, Access requests, Creation/administration of standard resources)

Collaborate with the team:

• Consult with in-team knowledge experts as needed
• Give feedback on processes and existing documentation as part of continual improvement
• Knowledge-share and back up your teammates to help us deliver on team-level objectives
• Assist with hardware stock/inventory/logistics-related processes (hardware lifecycle)

About You

• Moderate time management/organizational skills
• Polished verbal and written communication skills
• Prior ticketing system experience, such as FreshService, Jira Service Desk, Zendesk, ServiceNow.
• Remote support/troubleshooting experience, using RMM & similar endpoint management tools
• Basic knowledge of device/software security best practices
• Basic hardware troubleshooting
• OS support experience (Windows & Mac)
• Working knowledge of Microsoft OPice 365 suite

About Us
NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 20,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device 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.
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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