Service Desk Technician

Customer Service
January 14, 2026

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Job Description

Thales is a global technology leader with more than 83,000 employees across five continents. We invest in digital and “deep tech” innovations—Big Data, artificial intelligence, connectivity, cybersecurity, and quantum technology—to build a future we can all trust.

In the markets of defense, aerospace and space, cyber and digital, Thales provides solutions, services, and products to help customers carry out their critical missions.

Position Summary

The Service Desk Technician provides Level 1 & 2 support and project assistance for annual initiatives. This role ensures smooth operation of IS/IT tools and systems, supports remote and office-based users, and delivers exceptional customer service. The technician will troubleshoot hardware/software issues, maintain end-user environments, and collaborate with IT teams to resolve technical problems.

Essential Functions

  • Serve as first and second-level support for workstations and laptops.
  • Take incoming calls during business hours and participate in on-call rotation.
  • Document all interactions in ServiceNow, monitor ticket queues, and escalate as needed.
  • Troubleshoot software/hardware issues via phone, email, chat, and remote tools.
  • Maintain technician and end-user knowledge base; participate in training programs.
  • Interact with external vendors and support project managers.
  • Maintain organized IT workspace following Lean processes.
  • Travel to other site locations as required.

Minimum Requirements

  • Associate’s degree in relevant technologies with 1–3 years of experience.
  • Basic understanding of IT enterprise infrastructure (networks, systems, telephony, storage).
  • Formal Windows training and certifications preferred.
  • PC hardware troubleshooting and repair skills.
  • Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
  • Proficiency with Windows 10/11 and Microsoft Office.
  • 1–2 years of experience using ServiceNow ticketing system.
  • Ability to prioritize tasks, work independently, and react to high-priority issues.
  • Strong organizational, documentation, and communication skills.
  • Ability to travel up to 20% annually (local and occasional domestic/international).

Preferred Qualifications

  • Bachelor’s degree in relevant technologies.
  • Experience in agile operations and Microsoft 365 environments (Teams, SharePoint, Exchange Online).
  • Microsoft certifications (MCSE, MCSA, MTA) and ITIL certification.
  • Certifications in Windows and Linux system management.
  • Experience working with ServiceNow.

Physical Demands

  • Regular sitting, walking, and occasional standing.
  • Ability to lift/move up to 50 pounds.
  • Work in office spaces, server rooms, and electronic labs.

Special Position Requirements

  • Schedule: Core business hours Monday–Friday; on-call after-hours rotation.
  • Travel: Predominantly local travel to nearby sites, with the occasional opportunity to travel both domestically and internationally for training and support operations.
  • Vehicle: Occasional use of personal vehicle for local site visits.

Additional Information

  • Schedule: Monday – Friday, 8:00 AM to 5:00 PM (Core Business Hours)
  • Compensation $42 USD/hr.
  • Contract position with potential extension or conversion to permanent employment.



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