Job Title: IT Service Desk Technician (Onsite - Morrisville, NC | WFH Flexibility) Location: Morrisville, NC (Onsite with potential for work-from-home flexibility) Schedule: Full-time | Monday-Friday | 11:00 AM - 7:00 PM EST Job Summary: We are seeking a skilled IT Service Desk Technician with 3-5 years of experience to join our North America IT team. This role is based in Morrisville, NC, and involves supporting end users with a wide range of IT-related issues. The ideal candidate has a strong background in Microsoft 365, is experienced with ticketing systems (preferably ServiceNow), and is comfortable working in a midmarket or enterprise environment. You'll collaborate closely with our global IT department, including the central IT team in Stockholm, Sweden. Key Responsibilities: Provide responsive IT support via phone and email (majority via email). Respond to email tickets within one hour and manage incoming support calls. Troubleshoot and resolve hardware, software, and Microsoft 365 issues. Support laptops (Windows), mobile devices (iPhones/iPads), AV equipment, and local servers. Document and close tickets using ServiceNow or similar ITSM tools. Meet defined SLAs and performance metrics for call handling and resolution. Collaborate with internal teams and vendors to resolve escalated technical problems. Maintain IT documentation and follow security and compliance standards. Qualifications: 3-5 years of experience in a Service Desk or IT Support role. Proficiency with Microsoft 365 (Teams, Outlook, SharePoint, OneDrive). Experience using a ticketing system like ServiceNow. Strong troubleshooting skills for Windows OS and iOS mobile devices. Familiarity with ITIL practices and SLA-driven support environments. Excellent communication and customer service skills. Experience working in Pharma, MedTech, or regulated environments is a plus. Trick Dog Technology
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