Service Desk Technician

Job Description

Job Description

Who is BAMKO?

BAMKO is one of the top 10 largest companies in the branded merchandise space and the fastest growing of any of the top 50 companies in the $25 billion dollar industry. Over the last 5 years, BAMKO has won countless awards, including Best Places to Work & Best Client Promotions. With a culture built around the concepts of personal and professional growth, BAMKO puts values into actions. BAMKO has the best and the brightest employees who love a challenge that unlocks their highest potential. Our portfolio of clients have a range of known Fortune 1000 companies. This includes but is not limited to Dunkin’ Donuts, Tesla, Microsoft, Peloton and more! We are a fast-paced, entrepreneurial and innovative company where culture is at our core. We attract and retain high-level talent that continues to outpace the competition. If you are driven, have big brain ideas, are competitive and enjoy working with multiple teams, we want you to be a part of building something special here at BAMKO.

The Level II Service Desk Technician plays a key role in supporting end users and maintaining IT service continuity at BAMKO’s Phoenix office. This onsite role focuses on resolving escalated technical issues, managing endpoint devices, and providing hands-on support across a predominantly Google Workspace and Windows environment. The ideal candidate is resourceful, responsive, and experienced with modern SaaS and cloud-based tools.

What YOU will do:

Strategy & Planning

· Analyze recurring support trends and recommend process or tooling improvements.

· Communicate emerging issues and user-impacting patterns to IT leadership.

Deployment & Provisioning

· Deploy and configure software using NinjaOne or other endpoint management tools.

· Assist with employee onboarding and offboarding, including user provisioning in Google Workspace and Entra ID.

· Maintain inventory and readiness of spare devices, peripherals, and accessories.

Operational Support

· Serve as the primary onsite escalation point for complex technical issues.

· Support a mixed environment of Windows and macOS endpoints, network printers, and conferencing setups.

· Troubleshoot authentication, access, and endpoint issues including Google Workspace, VPN, Entra ID, and Chrome/Edge browser environments.

· Maintain endpoint security and ensure compliance with IT policies.

· Use remote tools and diagnostic utilities to resolve issues efficiently.

· Ensure proper ticket documentation and resolution tracking in the service desk system.

· Deliver a high level of customer service and manage expectations aligned with defined SLAs.

· Conduct regular user access reviews.

Knowledge Sharing & Documentation

· Develop and maintain internal knowledge base content, FAQs, and user support guides.

· Provide guidance and mentorship to Level I technicians when needed.

Who YOU are:

Education & Certification

· Years of previous experience in a service desk role

· Associate’s degree or higher in Computer Science, Information Technology, or equivalent professional experience.

· Relevant certifications preferred (e.g., CompTIA A+, Google IT Support, Azure Fundamentals).

Technical Skills

· Proficient in supporting Windows 11 and macOS in an enterprise environment.

· Hands-on experience with Google Workspace Admin Console and Entra ID/Azure AD hybrid setups.

· Familiarity with endpoint management platforms like NinjaOne or equivalent.

· Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP).

· Experience with standard productivity tools (Zoom, Slack, Microsoft Office).

Soft Skills

· Excellent communication and interpersonal skills.

· Strong troubleshooting and time management capabilities.

· Proactive and service-oriented mindset with a high level of accountability.

Why BAMKO?

At BAMKO, we want you to be well and thrive. The rate of pay offered will be dependent upon the candidate’s relevant skills and experience. In addition, there is a comprehensive benefits package including medical, dental, vision, short and long-term disability, various paid time off programs, and a retirement plan with employer contribution.

It is a fundamental policy of BAMKO not to discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, mental or physical disability, ancestry, sexual orientation, legally protected medical condition, family care or medical leave status, veteran status, marital status, or any other basis protected by state, local, or federal laws. BAMKO makes reasonable accommodation for pregnant employees who request an accommodation with the advice of their healthcare provider for pregnancy, child birth, or related medical conditions.

It is the policy of the Company to base decisions to employ, recruit, hire, and promote solely upon an individual's qualifications relating to the requirements of the position for which the individual is being considered. The Company also strives to ensure that all personnel actions (such as compensation, benefits, transfers, layoffs, Company-sponsored training, promotions, terminations and disciplinary actions) are applied in a non- discriminatory manner.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.