Service Desk Specialist

A Service Desk Specialist typically provides first-line IT support to employees or customers, troubleshooting technical issues and ensuring requests are resolved efficiently.

Service Desk Specialist — Job Description Position Summary The Service Desk Specialist is responsible for providing technical support to users, resolving hardware and software issues, managing service requests, and maintaining a high level of customer satisfaction.

This role serves as the first point of contact for IT-related problems and works closely with other IT teams to escalate and resolve complex issues.

Key Responsibilities

Provide first-level technical support via phone, email, chat, and ticketing systems. Diagnose and resolve hardware, software, network, account, and access issues. Create, update, prioritize, and close support tickets in the IT service management system.

Troubleshoot Windows, Microsoft 365, printers, mobile devices, applications, and basic network connectivity. Set up and configure computers, user accounts, peripherals, and software. Assist users with password resets, account access, MFA, and security-related requests.

Escalate complex or unresolved issues to appropriate Tier 2/Tier 3 teams. Follow IT policies, procedures, security standards, and service-level agreements (SLAs). Document troubleshooting steps, resolutions, and knowledge-base articles. Monitor recurring issues and identify opportunities to improve IT services.

Provide professional, timely, and customer-focused support. Assist with onboarding and offboarding employees, including equipment and account provisioning. Required Qualifications High school diploma or equivalent; associate or bachelor's degree in IT or a related field is a plus.

1–3 years of experience in a service desk, help desk, desktop support, or IT support role. Strong troubleshooting and problem-solving skills. Working knowledge of Windows, Microsoft 365, Active Directory/Entra ID, and basic networking. Experience with ticketing/ITSM sys