COVID-19: Impact Support | Learn More

On the Job: Service Desk Technician

If you’re looking for a job that involves troubleshooting a range of issues, serving customers in need and developing technical IT skills, managed help desk services may be the place for you!


Watch this video to hear from some of Impact Help Desk’s analysts and managers. They break down some of the common job functions a technician in the world of managed IT services, and the challenges one can face in a customer service environment. You’ll find some great advice on navigating customer service levels and delivering positive call results in the toughest situations.



About On the Job

Impact employees with a variety of experiences and years of tenure give in-depth looks into different positions and departments. Learn about some of the roles, responsibilities, challenges and more of working at a fast-growing company.


Watch the rest of the series.


Thank you to the following employees for sharing their experience:


Dave Appel, Service Desk Manager

James Brown, Senior Help Desk Analyst

Daniel Benemerito, Help Desk Analyst

Justin Montalvo, Talent Acquisition Manager

The Impact Service Desk team, located in Lake Forest, IL


Learn more about Impact’s Managed IT services

Impact’s Managed IT Help Desk: Everything You Need to Know

Network and IT Solutions| An Inside Look


Interested in an IT job at Impact?

Head to our careers page to find out more about the team, and search open positions.