Enterprise Service Desk Specialist

Job Summary

Providing first-line technical support to end-users, the full-time remote Enterprise Service Desk Specialist will resolve IT issues, assist with account management, and contribute to a customer-centric service experience.

Key responsibilities:

• Deliver customer technical support via phone, email, chat, and self-service portals
• Diagnose and resolve issues with hardware, software, and network connectivity
• Document incidents and requests using the ServiceNow ITSM ticketing system and escalate complex issues as needed

Required qualifications:

• 2+ years of service desk experience in an MSP environment
• Experience with Windows OS, Office 365, Azure AD, and Active Directory
• Familiarity with IT Service Management concepts and practices, with strong ITIL knowledge preferred
• Technical certifications such as CompTIA, A+, or MSCE are a plus
• A bachelor's degree or equivalent in Computer Science, Information Systems, or related field