<p><span style="font-weight: bold">Department:</span><br>Operations</p>
<p><span style="font-weight: bold">Reports To:</span><br>Director of Service Operations</p>
<p><span style="font-weight: bold">Overview:</span><br>Panda Technology is looking for an enthusiastic Entry-Level Service Desk Technician to join our remote support team. This is a great opportunity for someone beginning their IT career who wants hands-on experience in a fast-paced managed service provider (MSP) environment. Training and guidance will be provided to help you grow your skills.</p>
<p><span style="font-weight: bold">Responsibilities:</span></p>
<ul>
<li>Provide first-line support for client tickets via phone, chat, and email</li>
<li>Troubleshoot common issues with Windows and macOS systems, Office 365, and basic software applications</li>
<li>Assist with password resets, account setup, and user access requests</li>
<li>Document all work performed and update tickets accurately</li>
<li>Follow step-by-step instructions and internal knowledge base articles to resolve issues</li>
<li>Escalate more complex issues to senior technicians when necessary</li>
<li>Participate in regular training and development to build technical skills</li>
</ul>
<p><span style="font-weight: bold">Requirements:</span></p>
<ul>
<li>Strong interest in IT and customer support</li>
<li>Excellent communication and problem-solving skills</li>
<li>Basic familiarity with Windows operating systems and Microsoft Office applications</li>
<li>Ability to learn new tools and processes quickly</li>
<li>Reliable internet connection and ability to work independently from home</li>
<li>Strong attention to detail and willingness to follow procedures</li>
</ul>
<p><span style="font-weight: bold">Preferred (nice to have, not required):</span></p>
<ul>
<li>Exposure to Microsoft 365, Active Directory, or helpdesk systems through school, work, or personal projects</li>
<li>Experience using remote support tools</li>
<li>CompTIA A+, IT Fundamentals+, or similar certification (or working toward one)</li>
</ul>
