Job Description

The Service Desk Technician I serves as the first point of contact for end-user technology support across Crystal Clean's 2,300-employee base. This role is responsible for diagnosing and resolving hardware, software, and connectivity issues, managing tickets in accordance with defined SLAs, and delivering a consistently high standard of service. The L1 Analyst operates within documented procedures and escalates appropriately to L2 when issues exceed scope.

Essential Functions

Endpoint Support

• Troubleshoot and resolve Windows 10/11 issues including performance, connectivity, crashes, and user profile errors
• Diagnose and resolve hardware and peripheral failures (monitors, keyboards, docking stations, headsets)
• Install, remove, and troubleshoot software conflicts and licensing errors

Microsoft 365

• Resolve Outlook and Exchange issues including send/receive errors, calendar sharing, and delegate access
• Support Teams for audio/video, login, guest access, and channel permissions
• Assist users with SharePoint and OneDrive sync, sharing, and common error messages

Identity & Access

• Perform Entra ID account administration: password resets, unlocks, MFA resets, group membership, and account creation
• Manage group membership as part of onboarding and offboarding workflows

Mobile & MDM

• Troubleshoot iPhone issues including enrollment, app deployment, Wi-Fi, and VPN configuration
• Guide users through Intune/ADE enrollment and resolve common enrollment failures

Printing

• Resolve local and network printer issues including driver conflicts, IP changes, queue errors, and shared access

ITSM & Process

• Log clear, complete tickets with symptoms, steps taken, and outcomes — every time
• Consistently meet SLA targets and correctly prioritize P1–P4 tickets without coaching
• Escalate with full symptom description, steps taken, and relevant screenshots or logs
• Follow documented SOPs and flag gaps when procedures are missing or outdated

Customer Service

• Translate technical issues into plain language; keep users informed throughout resolution
• Maintain a professional, empathetic approach to every interaction regardless of complexity or volume.
• Perform other duties as assigned.

Education & Essential Qualifications

• Associate’s degree and at least one year of experience in a technical support or help desk role OR a High School diploma/GED and at least 2 years of experience in a technical support or help desk role
• Experience working with Windows 10/11, Microsoft 365, and Active Directory / Entra IDKnowledge of ITSM ticketing platforms, such as Freshservice, ServiceNow, or similar
• Experience explaining technical concepts to non-technical users
• Experience managing competing priorities simultaneously in a high-pressure environment

Preferred Qualifications

• Experience with CompTIA A+, Microsoft 365 Fundamentals (MS-900), or similar

Work Environment

While performing the essential duties of this position an individual regularly works indoors and may be required to sit for long periods. Individual will be required to regularly talk, hear, see and often reach with hands, stand, walk, use a computer keyboard, mouse, telephone, and other office equipment. The noise level of the environment is generally quiet.

Crystal Clean LLC is an Equal Opportunity Employer. Crystal Clean expressly values diversity, equity, and inclusion, and encourages the applications of individuals from diverse backgrounds, so that Crystal Clean reflects the communities and customers that we serve.

The anticipated hourly range for this position is $32.00 – $34.00 an hour and includes benefits such as the following:

• Health, Dental and Vision insurance
• Wellness Program
• Flexible Spending Accounts
• Life Insurance
• Long-Term Disability
• Employee Assistance Program
• Tuition Reimbursement