IT Service Desk Specialist
About The Position
The IT Service Desk Specialist is a technology professional who focuses on helping customers by delivering excellent technical support to users throughout the organization. Acting as the first point of contact for IT incidents, service requests, and access problems, this position also plays a role in enhancing service desk procedures and improving the overall user experience. An ideal candidate should have strong skills in technical troubleshooting, clear communication abilities, and a history of effectively supporting enterprise and manufacturing IT environments with little supervision.
Requirements
- Enterprise environment support experience
- Skilled in Microsoft products, Windows 11, Office 365
- Proficient with remote and hybrid support tools
- Customer-focused approach
- Detail-oriented
- Accountable and takes ownership
- Completes tasks urgently and accurately
- Committed to continuous improvement
- Works independently and with teams
- Strong organizational and time management skills
- Knowledge of networking principles
- Possession of an associate or bachelor’s degree in an IT-related discipline, or 3–5 years of relevant professional experience in a comparable position.
- Background supporting enterprise businesses and manufacturing environments
- ITIL Foundation certification or demonstrable knowledge of ITIL best practices.
- Ability to lift up to 50 lbs.
- Availability for travel assignments (< 20%).
Nice To Haves
- Microsoft Intune end user management experience preferred
- Additional relevant certifications (such as CompTIA A+, Network+, or Microsoft certifications).
Responsibilities
- Provide Tier 1 and 2 support for hardware, software, network, and applications.
- Diagnose and resolve issues with Windows, Microsoft 365, VPN, printers, mobile devices, and business apps.
- Manage ticketing system, prioritizing tasks based on urgency
- Escalate complex problems to appropriate teams and ensure follow-up.
- Meet SLAs and document all incidents accurately.
- Manage user accounts and access in Entra, Microsoft 365, and enterprise systems.
- Support onboarding, offboarding, and transfers, including hardware and access setup.
- Handle workstation deployment, imaging, and repairs.
- Track Service Desk inventory and document assets and systems.
- Maintain knowledge base articles, SOPs and troubleshooting guides.
- Recommend process or documentation improvements for recurring issues.
- Participate in service desk initiatives for efficiency and customer satisfaction.
- Deliver courteous technical support to users of all skill levels.
- Clearly explain technical issues in simple terms.
- Keep users updated and manage expectations throughout the support process.
- Adhere to IT security policies and best practices.
- Assist with MFA, phishing, endpoint security, and other security requests.
- Support compliance and audits as required.
Benefits
- A full range of medical, dental, vision, 401K plus up-to-four percent (4%) match, profit sharing, wellness program, paid parental leave, long-term-care insurance, critical accident insurance, short- and long-term disability and education assistance are also available.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
