Service Desk Technician (night Shift / Weekends)

Service Desk Technician

The Service Desk Technician is a dynamic role, mission-critical role responsible for sustaining IT operations within a 24/7/365 Service Center environment. This position serves as the first point of contact for users facing technical issues at any time, ensuring continuous, uninterrupted support and a seamless flow of communication and resolution.

Responsibilities include managing inquiries, diagnosing software and hardware issues, and guiding users through step-by-step solutions across all shifts, including nights, weekends, and holidays. The role demands a proactive approach to incident resolution, strong time management across varying workloads, and excellent communication skills in a high-availability support model. The technician is expected to prioritize user satisfaction, maintain detailed and accurate records of all interactions, and contribute to ongoing service improvement initiatives. Operating in a round-the-clock environment requires adaptability, accountability, and the ability to perform effectively during non-standard business hours.

A strong understanding of IT infrastructure is essential, along with continuous learning to keep pace with the evolving technologies. The ideal candidate demonstrates a blend of technical expertise, customer service excellence, and a collaborative mindset within a shift-based team structure. This role requires extensive familiarity with Windows systems and Microsoft 365. Service Desk Technicians leverage their expertise to develop and deploy PCs, support day-to-day system performance, and safeguard against data loss and unauthorized access, all while maintaining operational continuity across a 24/7/365 support model.

Requirements

• Bachelor's degree in computer science, information technology, or a related field; or equivalent experience.
• Collaborates with IT teams for complex issue resolution and process improvement.
• Acts as a liaison between the IT department and other business units, ensuring aligned objectives.
• Assists in vendor interactions under supervision, learning the basics of vendor communication and the importance of aligning vendor solutions with organizational needs.
• Contributes to IT knowledge base by documenting frequent user queries and resolutions.
• Provide first-level contact and convey resolutions to user issues.
• Properly escalate unresolved queries to the next level of support.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
• Provides advice and guidance to colleagues regarding incidents.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
• Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network.
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines.
• Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients.
• Create, maintain, and distribute reports of progress to senior leadership.
• Maintain ticketing system with up-to-date solutions and clear record of activities.
• Candidates must have reliable transportation, as this role may require travel between locations.

Preferred Skills

• CompTIA A+
• COMTIA Network+
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified Professional (MSP)
• Cisco Certified Network Associate (CNA)

Where You'll Work

Moser has two offices in Indianapolis, IN, and one in Baltimore, MD. This position will require a hybrid/onsite work schedule out of our downtown or Castleton office.

Salary

At Moser Consulting, we believe in pay transparency and fairness. The $41k-$69k salary range for this role is not just a number—it's a reflection of the value we place on the skills and experience our employees bring to our team. We are committed to offering a competitive salary that aligns with the industry standards and the unique competencies you bring to our community.

Benefits

For over a quarter of a century, Moser Consulting has been a beacon for top-tier IT talent who excel in self-management. Our people are our greatest asset. We don't just hire the best—we welcome them into our family, connect them with opportunities, and empower them to create innovative solutions to technology challenges.

Our unique culture is our competitive edge. It fosters happiness, health, and low stress, even in an industry known for its demands. This is why we're consistently recognized as one of the Best Places to Work in Indiana. We provide our employees with an inspiring workspace, a fun and collaborative atmosphere, and a generous compensation package. But that's not all.

We also offer a suite of benefits designed to support and enrich our employees' lives. These include:

• Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
• Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
• PO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
• Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
• Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
• Wellness Program: We promote a healthy lifestyle with our wellness program.
• Catered Lunches: Enjoy delicious catered lunches regularly.

At Moser Consulting, we don't just offer jobs—we offer careers, growth, and a chance to join a thriving community. Come, be a part of our family.

Moser Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.