Service Desk Specialist I

Job Description

Key Responsibilities

• Handle initial triage and basic troubleshooting of IT-related issues
• Assist end-users using remote desktop tools or phone, chat, email support
• Accurately log and document all reported incidents and service requests in ITSM system
• Assist users with password resets and account unlocks
• Create, modify, and deactivate user accounts
• Contribute to the development and maintenance of the knowledge base
• Support office technology, such as printers and conference room equipment
• Participate in on-call rotation one week per month

Requirements

• Knowledgeable, with experience working in a technology or customer service-related field
• Excellent problem-solving and analytical skills
• Patient, friendly demeanor and commitment to providing exceptional customer service
• Strong verbal and written communication skills
• Eagerness to learn new technologies and systems
• Team-oriented collaborator that shares knowledge and experience
• Familiarity with Fresh Service or other ITSM platform, and Microsoft 365
• Foundational knowledge of computer systems and experience troubleshooting hardware and software
• At least 1-2 years of experience in a help desk and/or technology field

Benefits & Perks

• Major medical, dental, and vision insurance
• 401(K)-match program
• FSA/HSA programs
• LTD/STD options
• Life insurance and AD&D
• Paid holidays and paid time off
• Annual discretionary bonuses
• Stock options
• Employee discount program

Job Details