Support Specialist, Enterprise Service Desk

Accountabilities:

• • Provide first-line technical support to end users through phone, email, chat, and self-service portals, delivering timely and professional assistance.
  • Diagnose and resolve issues involving desktops, laptops, printers, peripherals, operating systems, productivity applications, and other common IT technologies.
  • Support password resets, account unlocks, access requests, remote assistance, and other user administration activities.
  • Troubleshoot network and connectivity issues, including internet access and VPN-related problems.
  • Create, document, update, and track incidents and service requests using an IT service management ticketing platform.
  • Escalate complex or unresolved issues to appropriate higher-level technical teams while maintaining ownership and clear communication with the customer.
  • Meet established service-level agreements, performance targets, and first-contact resolution objectives.
  • Use and contribute to internal knowledge resources to improve resolution speed, consistency, and overall service desk effectiveness.
  • Communicate technical information clearly and empathetically, ensuring users understand resolutions, next steps, and expected timelines.
  • Participate in training, team development, and continuous improvement initiatives designed to strengthen technical capabilities and customer experience.
  • Collaborate effectively with colleagues across a 24/7 support environment and contribute to a culture of accountability, learning, and service excellence.

  Requirements

  • At least 2 years of service desk experience, preferably within a managed service provider (MSP) environment.
  • Strong technical background with experience supporting Windows operating systems, Microsoft Office 365, Azure Active Directory, Active Directory, and Exchange/Office 365; macOS knowledge is a plus.
  • Familiarity with IT service management concepts, incident and request management, and ITIL practices; ITIL knowledge or certification is preferred.
  • Experience with ServiceNow or a comparable IT service management ticketing platform is preferred.
  • Experience using remote assistance tools and supporting users in distributed environments.
  • Strong troubleshooting, analytical, problem-solving, and time-management skills, with the ability to manage multiple priorities under pressure.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
  • A customer-centric mindset, demonstrating empathy, patience, professionalism, and a commitment to service excellence.
  • Ability to work collaboratively as part of a team while taking ownership of assigned issues and responsibilities.
  • A continuous-improvement mindset and willingness to learn new technologies, processes, and support practices.
  • Bachelor’s degree or equivalent experience in Computer Science, Information Systems, or a related field is preferred.
  • Technical certifications such as CompTIA A+, Microsoft certifications, or similar credentials are a plus.
  • Willingness and ability to work first, second, or third shift in a 24/7 support environment.

  Benefits

  • Hourly compensation range of $20–$24 per hour, with actual compensation based on qualifications, skills, experience, competencies, and location.
  • Medical and dental insurance options.
  • Flexible Spending Account (FSA).
  • 401(k) retirement plan.
  • Flexible Paid Time Off.
  • Fully remote work opportunity within the United States.
  • Multiple shift options, including Sunday–Thursday, Monday–Friday, or Tuesday–Saturday schedules across first, second, and third shifts.
  • Opportunity to develop technical expertise within a collaborative, global enterprise service desk environment.
  • Exposure to enterprise IT service management, customer experience, and continuous improvement initiatives.