Department: Operations Reports To: Director of Service Operations Overview: 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. Responsibilities: Provide first-line support for client tickets via phone, chat, and email Troubleshoot common issues with Windows and macOS systems, Office 365, and basic software applications Assist with password resets, account setup, and user access requests Document all work performed and update tickets accurately Follow step-by-step instructions and internal knowledge base articles to resolve issues Escalate more complex issues to senior technicians when necessary Participate in regular training and development to build technical skills Requirements: Strong interest in IT and customer support Excellent communication and problem-solving skills Basic familiarity with Windows operating systems and Microsoft Office applications Ability to learn new tools and processes quickly Reliable internet connection and ability to work independently from home Strong attention to detail and willingness to follow procedures Preferred (nice to have, not required): Exposure to Microsoft 365, Active Directory, or helpdesk systems through school, work, or personal projects Experience using remote support tools CompTIA A+, IT Fundamentals+, or similar certification (or working toward one)