---
title: 'Service Desk Technician at Lyra Technology Group'
canonical: 'https://feeny.ai/job/service-desk-technician-lyra-technology-group-columbia-kcax418hnnkj'
type: 'job'
last_seen: '2026-10-24'
---

# Service Desk Technician at Lyra Technology Group

- **Company:** Lyra Technology Group
- **Location:** Columbia, SC
- **Posted:** 2026-10-23
- **Last confirmed live:** 2026-10-24
- **Apply:** https://job-boards.greenhouse.io/lyratechgroup/jobs/5462143008

## Job description

[Lyra Technology Group](http://www.lyratechgroup.com/) is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of [Evergreen Services Group](http://www.evergreensg.com/), we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Lyra Technology Group is looking for a Service Desk Technician to join one of our operating technical teams. This role is the first point of contact for technical support, helping end users with hardware, software, and network issues by phone, email, ticketing system, and in person. The Service Desk Technician resolves common issues quickly, documents every interaction, and escalates more complex problems to Tier 2 or specialist teams when needed. The ideal candidate is patient, organized, and customer-focused, takes a systematic approach to troubleshooting, and wants to build the skills to advance into Tier 2 support.

You will own...

Technical Support

- Respond to incoming support requests via phone, email, the ticketing system, and in person. Next
- Diagnose and resolve basic hardware issues, including desktops, laptops, printers, and peripherals.
- Administer Microsoft 365 and Entra ID: mailboxes, licensing, security groups, shared resources, and basic Purview/compliance tasks
- Troubleshoot common software problems in standard business applications.
- Handle password resets, account lockouts, and access permission requests.
- Provide basic network connectivity troubleshooting.

End User Services

- Set up and configure new workstations and equipment for employees.
- Install, update, and maintain standard software applications.
- Create and maintain user accounts in accordance with IT policies.
- Support mobile device setup and troubleshooting.
- Provide training and guidance to users on basic technology functions.

Escalation & Collaboration

- Identify issues that require escalation to Tier 2 or specialist teams, and follow established escalation procedures and timelines.
- Collaborate with other IT team members to resolve complex issues.
- Participate in knowledge sharing and team meetings.

Documentation & Service Quality

- Document all support interactions accurately in the ticketing system, maintaining documentation accuracy of 95% or higher.
- Acknowledge new support requests within 30 minutes during business hours.
- Resolve or escalate 80% of Tier 1 issues within 4 hours, and maintain a first-contact resolution rate of 70% or higher.
- Maintain a user satisfaction rating of 4.0 or higher on a 5-point scale.
- Complete all required follow-ups within 24 hours.
- Contribute solutions and documentation to the internal knowledge base.

Our ideal Service Desk Technician has the following qualifications:

- Working knowledge of Windows and macOS operating systems.
- Solid working knowledge of Microsoft 365 administration
- Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
- Experience with Active Directory user management.
- Comfort using remote support tools.
- A systematic troubleshooting approach and the ability to research and apply solutions independently.
- Good judgment about when to escalate versus continue troubleshooting.
- Strong written and verbal communication skills, including the ability to explain technical concepts in non-technical terms.
- Patience and empathy when working with frustrated users, and a professional, customer-service-oriented demeanor.
- Effective time management and prioritization.
- Consistent attendance and punctuality, availability during scheduled core support hours, and willingness to join an on-call rotation if applicable.
- Commitment to IT security policies and to keeping sensitive information confidential.
- Interest in continued learning, including completing assigned training on time and staying current with supported technologies.

This role is based in Columbia, South Carolina and will operate on a hybrid basis, with a base compensation range of $55,000-65,000.

We are looking for someone who takes ownership of every ticket, from first contact through resolution or a clean handoff. The right candidate consistently meets performance targets, learns from past incidents to improve future responses, looks for ways to improve our processes, and leaves users with a positive experience. This role is a foundation for a career in IT, with potential progression to Tier 2 Support, specialized technical roles, or other IT paths based on performance, interest, and organizational needs.

## About Lyra Technology Group

## Company Overview
- **One-liner**: A permanent holding company that acquires and operates a family of industry-leading IT managed services businesses, retaining each company’s brand, employees, and culture while providing the scale of a global platform.
- **Entity Type**: Private (backed by Evergreen Services Group)
- **Headquarters**: Chicago, Illinois, United States
- **Founded**: 2017 (first acquisition in 2018; Lyra Technology Group launched in 2021)
- **Founders**: Not publicly available; the platform was created by Evergreen Services Group and launched under the leadership of CEO Elliott Hyman

## Core Business
- **Primary industry**: IT Services & IT Consulting (Managed Services, Cybersecurity, Cloud Solutions)
- **Target customers**: Small and medium-sized organizations (SMBs) across various verticals
- **Mission / purpose**: “Grow Your Legacy” – Providing a permanent home for technology service businesses so they can thrive without the pressure of a future exit.

## Products & Services
Lyra Technology Group does not sell a single product; it owns and operates over 100 independently managed IT service companies around the world. Each company delivers its own portfolio, including:
- **Managed IT Services** (helpdesk, network monitoring, on-site support)
- **Cybersecurity** (managed security, compliance, incident response)
- **Cloud & Infrastructure** (migration, Microsoft/AWS/Azure management)
- **AI Process Consulting** (emerging focus – multiple AI Consultant roles posted)
- **IT Project Management** (for enterprise deployments)
- **Hardware & Field Services** (procurement, deployment, break-fix)

## Market Standing
- **Valuation / Market Cap**: Not disclosed (privately held)
- **Key metric**: Annual Revenue estimated between $100M and $500M (per LinkedIn data)
- **Notable Investors / Partners**: Evergreen Services Group (sole platform backer), with a network of 110+ acquired founders
- **Growth Signals**:
  - Over 4,000 team members serving 12,000+ clients and managing 276,000+ devices
  - 22.1% employee headcount growth year-over-year
  - Active M&A: recent acquisitions include Blackbird IT, DKBInnovative (2024), REDD Digital Services (2025), and Optimising IT
  - 34 active job postings (up 36% monthly and 42% yearly)
  - Launching an AI transformation initiative led by Chief Transformation Officer Marlena Slowik

## Competitive Advantages
- **Permanent ownership** – Evergreen Services Group never divests, ensuring long-term stability for acquired companies and their teams.
- **Preservation of identity** – Acquired companies keep their name, leadership, and culture, which drives high employee retention and NPS scores.
- **Scale without bureaucracy** – Each business operates independently, but benefits from shared talent, knowledge, and purchasing power across the Lyra family.
- **Founder-friendly model** – More than 110 founders have chosen to join, signaling strong trust in the partnership approach.

## Strategic Focus
- **AI transformation**: Embedding AI into service delivery and internal operations (dedicated AI process consultants and forward deployment engineers).
- **Geographic expansion**: Operating across the US, UK, Canada, Australia, and New Zealand, with continued regional CEO hires to deepen local presence.
- **Service expansion**: Adding cybersecurity, cloud, and project management capabilities to meet growing SMB demand.
- **Talent development**: Investing in internal career paths, with roles spanning from helpdesk to senior leadership.

## Why Work Here
- **Culture & values**: High employee ratings (4.8/5 overall on LinkedIn, with Culture scored 4.7/5). Core values include Gratitude, Persistence, Growth Mindset, and Integrity.
- **Career opportunities**: Active hiring across 34 positions in engineering, AI, project management, finance, and sales – with clear promotion paths within a rapidly growing group.
- **Work environment**: Mix of remote, hybrid, and on-site roles depending on the company. Many positions offer flexibility; some require local presence for field support.
- **Perks & stability**: Part of a permanent platform (no risk of flip), plus access to a community of industry-leading peers. Benefits include competitive compensation (Compensation rating 4.5/5) and a focus on work-life balance (4.0/5).
- **Engineering & innovation**: Growing AI and cybersecurity teams, with opportunities to work on cutting-edge projects in a stable, founder-oriented organization.

## Sources
1. [lyratechgroup.com](https://lyratechgroup.com/)  
2. [lyratechgroup.com/careers](https://lyratechgroup.com/careers/)  
3. [lyratechgroup.com/our-team](https://lyratechgroup.com/our-team/)  
4. [linkedin.com/company/lyra-technology-group-evergreen](https://www.linkedin.com/company/lyra-technology-group-evergreen)  
5. [job-boards.greenhouse.io/lyratechgroup](http://job-boards.greenhouse.io/lyratechgroup)

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