Associate Service Desk Technician – Tier I

Information Technology
Lake Mary, FL
December 17, 2025

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Job Description

Summary

The Associate Service Desk Technician – Tier I provides first level technical support to end users, delivering exceptional customer service while resolving common hardware, software, and application issues. This role focuses on supporting non-technical users with empathy, clarity, and a strong commitment to service excellence.

Key Responsibilities

  • Provide professional and timely technical support via phone, chat, and ticketing systems
  • Assist users with mobile device setup, login credentials, application configuration, and navigation
  • Document, update, and manage support tickets accurately within ServiceNow
  • Use active listening and probing questions to understand issues and deliver tailored solutions
  • Escalate issues appropriately while maintaining ownership through resolution
  • Communicate technical concepts in clear, user-friendly language
  • Meet or exceed performance metrics including ASA, FCR, and CSAT
  • Remain calm and professional in high-stress situations while delivering a positive user experience
  • Collaborate with peers and leadership to improve service quality and delivery
  • Maintain punctuality, reliability, and readiness to take support calls at shift start

Required Qualifications

  • High school diploma required; Associate’s or Bachelor’s degree preferred
  • Minimum 1 year of technical support, help desk, or call center experience or relevant education
  • Working knowledge of iOS, Android, Windows, and Mac operating systems
  • Familiarity with service desk tools and real-time ticket documentation, preferably ServiceNow
  • Strong customer service, communication, and active listening skills
  • Ability to handle confidential information with discretion and integrity
  • Ability to obtain and maintain a Public Trust security clearance
  • U.S. citizenship required

Preferred Qualifications

  • CompTIA A+, Network+, Security+, ACSP, Google IT Support, or HDI certifications
  • Experience supporting video conferencing or mobile network troubleshooting
  • Knowledge of medical terminology or healthcare IT support environments
  • Prior military service or experience supporting military and veteran communities

Tech Stack

ServiceNow, iOS, Android, Windows, macOS, Video Conferencing Platforms, Ticketing Systems

Compensation & Benefits

Competitive compensation aligned with market standards. Comprehensive benefits and employee perks depending on eligibility.

Work Schedule

Tuesday–Saturday with defined shift hours and fully remote work within the continental United States.

About the Client

Our client is a government-focused technology organization delivering IT services that support mission-critical systems for public sector and veteran communities.

Why Join the Team?

  • Make a direct impact by supporting veterans and healthcare providers
  • Work in a collaborative, service-driven support environment
  • Access professional development, training, and certification opportunities

How to Apply

Submit your resume to people@ignitetalentpartners.com. Shortlisted candidates will be contacted.

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