Service Desk Specialist

The Service Desk Specialist provides technical support, troubleshoots software and hardware issues, and ensures that all service requests are handled efficiently. You will work closely with the broader IT team to maintain system uptime and user productivity.

Key Responsibilities

- Technical Support:
Serve as the primary contact for users seeking technical assistance via phone, email, or chat.
- Troubleshooting:
Diagnose and resolve technical hardware and software issues involving Windows/Mac OS, Microsoft 365, and various enterprise applications.
- Incident Management:
Record, track, and document the service desk request problem-solving process through to final resolution within the ticketing system.
- Provisioning:
Assist with setting up new user accounts, configuring hardware (laptops, mobile devices), and managing software installations.
- Escalation:
Identify and escalate situations requiring urgent attention to the appropriate internal IT teams.

Required Skills & Qualifications

- Technical Proficiency:
Strong knowledge of desktop operating systems, network connectivity (TCP/IP, VPN), and cloud-based suites like Microsoft 365 or Google Workspace.
- Problem-Solving:
Ability to think critically and resolve complex technical issues under pressure.
- Communication:
Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Customer Service:
A patient, "people-first" attitude with a commitment to providing a positive support experience.
- Certifications (Preferred):
CompTIA A+, Network+, or Microsoft Certified Professional (MCP) designations are a plus.