Norbeck Technologies Inc
Service Desk Technician L1/L2
Part Time • Fully Remote - US
Service Desk Technician (L1/L2)
Job Type: Part-Time (will grow to full-time)
About the Role
You're the daily heartbeat of client support. You own the ticket queue, work within a clear SLA matrix, and handle the standard changes that keep client environments running — new users, printer mapping, profile fixes, and more. During the first 5–10 business days of a new client's onboarding, you'll also work the hypercare queue, providing elevated, responsive support while they get settled in.
This role is a great fit for a technician who likes variety, moves fast, and takes pride in closing tickets the right way the first time.
What You'll Do
- Manage the daily ticket queue in the PSA in accordance with SLA targets
- Perform triage on incoming requests: categorize, prioritize, and route appropriately
- Execute standard changes: new user setup, printer mapping, profile fixes, password resets, and similar tasks
- Own the hypercare queue for newly onboarded clients during their first 5–10 business days
- Escalate tickets to L3 or engineering when warranted — with good notes
- Document resolutions clearly so the knowledge base stays useful
You're a Great Fit If You
- Have 1–3 years of help desk or service desk experience
- Are comfortable in a PSA-driven environment (ConnectWise, Autotask, HaloPSA, etc.)
- Can triage and prioritize in real time without getting rattled
- Know your way around Windows environments, Active Directory/M365 user management, and basic networking
- Communicate clearly with end users — technical and non-technical alike
Nice to Have
- CompTIA A+, Network+, or Microsoft certifications
- Experience in a managed services environment
- Familiarity with RMM tools (NinjaRMM, Datto, Kaseya, etc.)
This is a remote position.
Compensation: $35.00 - $55.00 per hour
Who We Are
Our mission is to measurably improve customer productivity and performance through the delivery of innovative, yet practical, technology and business process solutions. We do this through the application of industry best practices and continuous engagement with our customer. Meet some of our customers:
- Export Import Bank of the United States (EXIM)
- Joint Base Andrews
- Naval Facilities Engineering Command (NAVFAC)
- Naval Supply Systems Command (NAVSUP)
(if you already have a resume on Indeed)