Service Desk Technician

Job Description

Job Description

Why Turtle?

At Turtle, we’re redefining what it means to be an industry leader in electrical distribution, and we want you to be part of our exciting journey! For over 100 years, we’ve built a reputation for innovation, excellence, and exceptional customer service—and we’re just getting started. We are a diverse, passionate team spread across the US, Canada, Mexico, and Puerto Rico, committed to growth, learning, and creating opportunities for each other. At Turtle, every day is a chance to make a real difference, solve complex challenges, and push the boundaries of what’s possible. We believe in fostering an environment that inspires collaboration and sparks creativity, where employees are empowered to contribute to our mission and shape the future of the industry. If you're looking for a fast-paced, dynamic career where your ideas are valued and your growth is prioritized, Turtle is the place for you. Join us and be a part of a company that’s making waves and empowering its people to do extraordinary things every single day!

About the Role

The Service Desk Technician is the first point of contact for IT-related issues and requests. This role is responsible for providing technical support, troubleshooting problems, and ensuring timely resolution of incidents to maintain business continuity and user satisfaction.This position is a full-time, 40 hours per week position based in Somerset, NJ and will include occasional travel to other locations. It requires on-call after-hours paid support on a scheduled rotation with the rest of the support team. The work schedule for this position is flexible and can range from 7:00am - 6:00pm, Monday – Friday, with the possibility of occasional weekend work for special projects.

Key Responsibilities :

• Monitor and manage ticket queues to ensure timely response and closure.
• Support multiple projects simultaneously, prioritizing work and resolving emergencies as they arise.
• Diagnose and resolve hardware, software, and network issues within defined SLAs.
• Support all RF related hardware equipment necessary to the operation of the site, including, but not limited to, Zebra RF scanning guns, Zebra wireless and stationary printers, and Panasonic and Zebra cell phones.
• Escalate complex issues to appropriate support teams while maintaining ownership until resolution.
• Document all interactions and resolutions accurately with in a ticketing system.
• Provide guidance and training to end-users on standard applications and IT policies.
• Assist in onboarding and offboarding processes, including account setup and access management.

Required Skills & Qualifications

• Strong customer service and communication skills
• Ability to work independently and collaboratively in a team environment
• Ability to prioritize tasks and perform effectively under pressure in a fast-paced environment
• Strong problem-solving and analytical skills, with a desire to continue developing technical expertise
• Working knowledge of IT hardware and software systems
• Understanding of Windows/Mac OS, Microsoft 365, Active Directory, and Microsoft Entra ID
• Willingness to learn new systems and applications and adapt quickly to changing business needs

Preferred Qualifications

• High school diploma or at least 1 year of experience in an IT support role
• Self-motivation, initiative, and strong analytical skills with close attention to detail
• Additional IT coursework, certifications, or a college degree preferred
• Basic knowledge of network technologies
• Familiarity with ITIL principles and incident management processes
• Experience with ticketing systems such as Freshservice or ServiceNow
• Experience with remote support tools such as TeamViewer, NinjaOne Remote, or SOTI MobiControl

What We Offer:

We offer a competitive benefits package. Some of which include:

• 401(k) plan
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Holidays
• Vacation
• Employee Negotiated Discounts

Who We Are

Founded in 1923, Turtle is a fourth-generation, family-owned, and three-generation women-owned business, and one of the nation’s largest independent electrical and industrial distributors. Headquartered in Clark, NJ, our Electrical Distribution division operates 14 branches spanning from coast to coast. It is a significant force in the engineering and procurement of power distribution, automation, lighting, and energy projects, offering integrated services for the industrial and construction markets. Turtle Integrated provides on-site MRO procurement, cost-saving, and spend analytics across the US and in Canada, Puerto Rico, and Mexico.

What To Do Next

You can begin by filling out our application online. If you want to learn more about Turtle, please visit our website or our LinkedIn: @Turtle.

Turtle is proud to be is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, gender identity or expression, national origin, disability, genetic information, pregnancy, marital status, military or veteran status, or any other protected characteristic as outlined by federal, state, or local laws.