IT Service Desk Technician

IT Service Desk Technician

FLSA STATUS: Non-Exempt

DEPARTMENT: IT

SUPERVISOR: Lead Endpoint Engineer

DIRECT REPORTS: None

Position Summary

The IT Service Desk Technician is a member of our headquarters IT team and is responsible for providing fast, reliable technical assistance to employees within Trexon. This role will specifically focus on two of our business units, EZ Form and Intelliconnect, located in Hamden, CT and Crossville, TN.

This position serves as the primary point of contact for end-user hardware and software support in a Windows enterprise environment. The intended impact is to minimize downtime, maintain operational continuity, and deliver an exceptional support experience at every touchpoint across both sites. We are looking for a technically sharp, customer-first professional who takes pride in solving problems efficiently and documenting their work thoroughly. Success in this role looks like timely ticket resolution, minimal repeat issues, and end users who feel genuinely supported.

This person cares about technology, continuous learning, and helping others. They are comfortable working independently, thrive in a team environment, and bring a positive attitude to every interaction. The skillsets central to this role include hardware and software troubleshooting, Windows administration, networking fundamentals, and clear written and verbal communication.

The essential functions of the job include providing Tier 1 and Tier 2 desktop support, managing the IT service desk ticket queue, maintaining hardware and peripheral equipment, supporting infrastructure projects, and serving as a resource for end users across the EZ Form and Intelliconnect locations.

Minimum Qualifications

Education:

• High school diploma or GED required; associate's or bachelor's degree in Information Technology or related field preferred.
• CompTIA A+, Network+, or Microsoft certifications are a plus.

Experience:

• 3–5 years of experience in a desktop support or IT service desk role is required.

Knowledge:

• Working knowledge of Windows 10 and Windows 11 configurations and support on multiple hardware platforms is required.
• Extensive knowledge of Microsoft 365, Jira Service Management, Confluence Documentation, Active Directory, OneDrive, and SharePoint is preferred.