Tier 1 Service Desk Specialist
M
MakparInformation Technology
Remote, US-BasedFull-TimeEntry
Salary19 - 21 USD per hour
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Job Details
- Required Skills
- ServiceNow
Requirements
- High School Diploma or GED.
- Basic working knowledge of Microsoft 365 applications (Outlook, Word, Excel, Teams, OneDrive).
- Experience with Windows 10/11 operating systems.
- Ability to perform Active Directory user administration tasks (password resets, account unlocks).
- Familiarity with common desktop hardware (laptops, desktops, printers, monitors, mobile devices).
- Knowledge of network fundamentals (VPN, Wi-Fi, basic TCP/IP).
- Experience with ServiceNow or equivalent ITSM ticketing systems.
- Strong verbal and written communication skills.
- Ability to work in a metric-driven environment.
- High call volume management experience.
- CompTIA A+, HDI-SCA, ITIL 4 Foundation, or MS-900 certification preferred.
Responsibilities
- Manage incidents, problems, and service requests via email, phone, chat, or self-service portal.
- Categorize incidents by impact and priority to restore services quickly.
- Perform initial ticket intake, resolution attempts, and escalation to appropriate teams.
- Maintain ticket status and documentation in compliance with applicable SLAs and OLAs.
- Provide remote desktop troubleshooting using tools like BeyondTrust (Bomgar).
- Assist users with configuration and usage of Microsoft 365 and other approved applications.
- Support assistive technology tools such as Windows Ease of Use and Jaws.
- Manage online collaboration tools including scheduling meetings for WebEx, Zoom, and Teams.
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