Support Specialist, Enterprise Service Desk
New
J
JobgetherIT Service Desk
United States, Willingness and ability to work first, second, or third shift in a 24/7 support environment.Full-TimeMiddle
Salary20 - 24 USD per hour
Apply NowOpens the employer's application page
Job Details
- Experience
- At least 2 years of service desk experience
- Required Skills
- ServiceNowTroubleshooting
Requirements
- At least 2 years of service desk experience, preferably within an MSP environment.
- Strong technical background in Windows operating systems and Microsoft Office 365.
- Proficiency with Azure Active Directory, Active Directory, and Exchange/Office 365.
- Familiarity with IT service management concepts, incident management, and ITIL practices.
- Experience using ServiceNow or a comparable ticketing platform.
- Experience with remote assistance tools and supporting users in distributed environments.
- Strong troubleshooting, analytical, and time-management skills.
- Excellent written and verbal communication skills.
- Customer-centric mindset with demonstrated empathy and professionalism.
- Ability to work collaboratively in a team environment.
- Willingness to work first, second, or third shift in a 24/7 environment.
- Bachelor’s degree or equivalent in Computer Science or Information Systems preferred.
- ITIL certification and CompTIA A+ or Microsoft certifications are a plus.
Responsibilities
- Provide first-line technical support to end users through phone, email, chat, and self-service portals.
- Diagnose and resolve issues involving desktops, laptops, printers, peripherals, operating systems, and productivity applications.
- Manage user administration including password resets, account unlocks, and access requests.
- Troubleshoot network and connectivity issues including internet access and VPN.
- Document and track incidents and service requests using an IT service management ticketing platform.
- Escalate complex issues to higher-level technical teams while maintaining ownership.
- Meet established service-level agreements, performance targets, and first-contact resolution objectives.
- Contribute to internal knowledge resources to improve service desk effectiveness.
- Communicate technical resolutions clearly and empathetically to users.
View Full Description & ApplyYou'll be redirected to the employer's site
