IT Service Desk Full Time NEW

We are seeking a reliable and customer-focused IT Service Desk Specialist to provide first-level technical support and ensure seamless IT operations for end users. This role is responsible for troubleshooting hardware and software issues, resolving service requests, and maintaining a high standard of customer service in a remote work environment. The ideal candidate has strong problem-solving skills, technical aptitude, and a passion for helping users.

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, or ticketing systems.
• Diagnose and resolve hardware, software, and network issues in a timely manner.
• Manage and prioritize incoming tickets, ensuring adherence to service-level agreements (SLAs).
• Provide support for operating systems, applications, and remote access tools.
• Escalate complex technical issues to higher-level support teams when necessary.
• Document incidents, resolutions, and processes accurately in the ticketing system.
• Assist with user account management, including password resets and access provisioning.
• Support onboarding and offboarding of employees by configuring systems and equipment.
• Maintain knowledge base articles and contribute to process improvements.
• Ensure compliance with IT security policies and best practices.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1–4+ years of experience in IT support, help desk, or service desk roles.
• Strong knowledge of Windows/macOS environments and common business applications.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management).
• Basic understanding of networking concepts (TCP/IP, VPNs, DNS, DHCP).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal abilities.
• Relevant certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.
• Ability to work independently in a remote and fast-paced environment.

Core Competencies

• Technical Troubleshooting
• Customer Service Excellence
• Time Management & Prioritization
• Attention to Detail
• Communication Skills
• Adaptability in Remote Work Environments

Benefits

• Flexible remote work environment
• Competitive hourly compensation
• Opportunities for certification and career advancement
• Supportive and collaborative team culture
• Access to modern IT tools and systems