IT Support Specialist - Service Desk

Overview

The IT Support Specialist serves as a Tier 1 point of contact for end users across our customers’ environments. Working as part of the managed services team, this role receives, documents, prioritizes, and resolves common technical issues and service requests through phone, email, chat, monitoring tools, and the ticketing system. The specialist follows established procedures and knowledge articles, focuses on timely first-contact resolution, and escalates issues that require advanced support. The ideal candidate is customer-focused, dependable, eager to learn, and able to communicate clearly while managing multiple requests.

Responsibilities

Operations:

• Serve as the first point of contact for end-user incidents and service requests received by phone, email, chat, monitoring tools, or the ticketing system
• Create, categorize, prioritize, and assign tickets accurately based on documented severity levels and service-level requirements
• Perform initial troubleshooting using approved scripts, knowledge articles, and customer Standard Operating Procedures (SOPs)
• Resolve common issues involving passwords, user accounts, email, Microsoft 365 applications, printers, connectivity, remote access, and end-user devices
• Support basic user lifecycle requests, including account creation, access changes, password resets, account disablement, and terminations, in accordance with approved procedures
• Respond to routine monitoring alerts, complete documented validation steps, and escalate when established resolution procedures are unsuccessful
• Document troubleshooting performed, resolution details, user communications, and next steps clearly in each ticket
• Escalate unresolved or higher-complexity issues to the appropriate support team with complete and accurate diagnostic information
• Provide regular status updates, follow up with users, and confirm successful resolution before closing tickets
• Deliver professional, patient, and clear customer service, including during high-volume or time-sensitive situations
• Identify recurring issues and contribute updates to knowledge articles and support documentation
• Participate in shift handoffs, team training, and cross-training activities as needed
• Perform other tasks as assigned by management

Qualifications:

Education and Training

• High school diploma required; college degree strongly preferred
• Relevant entry-level certifications preferred:
• Google IT Support Professional
• CompTIA A+, Network+, Security+
• Microsoft MTA
• ITIL v4 Foundation

Experience:

• 0–2 years of experience in a help desk, service desk, technical support, or customer service role
• Experience assisting users by phone, email, chat, or remote-support tools preferred
• Experience creating and updating tickets in an IT service management system preferred
• Experience working in a managed services or 24x7 support environment is a plus

Skills:

• Strong customer service, active listening, and clear written and verbal communication skills
• Ability to follow documented procedures, ask effective troubleshooting questions, and recognize when escalation is required
• Ability to organize and prioritize multiple tickets while meeting response and update expectations
• Working knowledge of Microsoft Windows, macOS, Microsoft 365 applications, web browsers, printers, and common end-user peripherals
• Foundational understanding of user accounts, permissions, networking concepts, remote access, and endpoint security
• Ability to perform basic Active Directory and Microsoft 365 administration tasks, such as password resets, account unlocks, and group membership updates, when authorized
• Accurate ticket documentation and attention to detail
• Self-motivated, dependable, and willing to learn new technologies and support processes