Service Desk Technician

Kforce has a client that is seeking a Service Desk Technician in Scottsdale, AZ. Summary: The Service Desk Technician is responsible for providing multi-tier technical support and outstanding customer service to internal users. This includes supporting desktop applications, computers, accessories, and peripherals. The role also involves building and maintaining desktop systems for both Windows and macOS environments and participating in application packaging and deployment using endpoint management tools. In addition to these responsibilities, the technician will support a range of IT assets including endpoints, applications, network printers, desk/soft phones, and basic network connectivity. This position includes participation in an on-call rotation and managing the routing, creation, and assignment of service and incident tickets. The technician will install and troubleshoot desktop-related applications, evaluate new software/hardware requests, and work closely with IT colleagues to resolve issues and contribute to projects and initiatives. Key Responsibilities:

• Service Desk Technician will serve as the primary point of contact for end-user technology needs
• Support internal users with application, computer, phone, printer, and network-related issues
• Install workstations, laptops, printers, and other hardware peripherals
• Manage IT asset tracking, intake, and disposal processes
• Develop and maintain clear and concise technical documentation
• Manage user accounts, including provisioning, maintenance, and deactivation
• Implement and support endpoint management tools such as Intune, JAMF, etc., for application deployment and updates
• Contribute to the management of Active Directory and Group Policies for endpoint security
• As a Service Desk Technician, you will maintain stable operations for Windows and macOS desktops and peripherals
• Use IT Service Management (ITSM) tools such as Jira, ServiceNow, Cherwell, etc.
• Associate degree or equivalent experience; Bachelor's degree in a related field preferred
• CompTIA A+, Microsoft, Apple, Dell, or HDI certifications preferred
• 2 years of related IT support experience, including troubleshooting hardware, software, and desktop environments (Windows/macOS); 3+ years in a Service Desk environment, with advanced knowledge of Active Directory, server structures, software and cloud services, and security protocols preferred
• Experience with RMM tools and endpoint security practices
• Understanding of ITSM platforms and ticketing systems
• Familiarity with Outlook, Office 365, Exchange, MFA, and SSO tools
• Proficiency in deployment/management tools (e.g., Intune, JAMF)
• Strong customer service mindset with professional communication skills
• Excellent organizational skills and attention to detail
• Comfortable working independently and collaboratively
• Ability to handle confidential information discreetly
• Capable of managing multiple priorities under pressure