IT Service Desk Technician

Metro Grease Service LLC is an industry leader in the collection, recycling, and management of used cooking oil and grease trap waste. We support restaurants, food service facilities, and commercial kitchens across the region. Our IT systems play a critical role in ensuring smooth field operations, customer communication, and data-driven logistics. We are looking for a Remote IT Service Desk Technician to support our growing workforce by providing excellent technical assistance and maintaining the reliability of our IT infrastructure. Position Summary- As a Remote IT Service Desk Technician, you will serve as the first line of support for all technical issues across the organization. You will handle incoming support tickets, resolve hardware and software issues, set up new users, maintain system access, and escalate complex problems when necessary. The ideal candidate is customer-focused, detail-oriented and capable of providing efficient remote support in a fast-paced operations environment. Key Responsibilities- • Act as the first point of contact for all IT support request via ticketing system, phone, email, or chat. • Diagnose and resolve software, hardware, and network issues for remote and field employees. • Install, configure, and troubleshoot Windows 10/11, Microsoft 365, and business specific applications. • Manage active Directory accounts, permissions, and group policies remotely. • Handle password resets, accounts lockouts, and VPN access issues. • Provide onboarding/ offboarding IT support for employees ( account creation, email setup, device assignment). • Maintain accurate IT asset and license inventory. • Escalate unresolved issues to higher level IT staff or external vendors as needed. • Create and maintain documentation, knowledge base articles, and user guides. • Monitor system alerts and ensure prompt response to incidents or outages. • Maintain service levels (SLAs) and deliver exceptional customer service in all interactions.3