Enterprise Service Desk Support Specialist
About The Position
At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you. About the Team: XTIUM’s 24/7 global Enterprise Service Desk is a collaborative team of IT professionals dedicated to providing exceptional end user technical support. We are striving to be more than just a high performing service desk, but relentlessly seeking to deliver a premium, customer-centric service offering unlike any other, resulting in seamless issue resolution, hospitality focused customer experience, and customers who evangelize the XTIUM brand and offering. We are unapologetically pushing the boundaries on what an Enterprise Service Desk can do to transform the digital transformation experience for end users. About the Role: As a Service Desk Technician, you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat. You will utilize and contribute to the internal knowledge base to resolve common issues efficiently and escalate complex issues to higher-level support when necessary. Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a “white glove” customer experience.
Requirements
- 2+ years of service desk experience in an MSP environment
- Excellent verbal and written communication skills
- Strong interpersonal skills
- Excellent problem-solving and analytical skills
- Customer-centric approach with a focus on service excellence
- Ability to work effectively under pressure and manage multiple priorities
- Continuous improvement mindset
- Incident and request management experience
- Must be a team player and collaborative.
- Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365.
- Familiarity with IT Service Management concepts, practices, and procedures.
- Strong ITIL knowledge or certification preferred
- Experience using remote assistance tools
- Excellent time management skills
- A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field
- Strong technical background
- Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
Nice To Haves
- MAC OS knowledge would be a plus, but not a hard requirement.
- Technical Certifications: CompTIA, A+, MSCE are a plus
- Experience using ServiceNow ticketing system is preferred
- Native-level Spanish skills is a plus
Responsibilities
- Provide customer end user technical support via phone, email, chat, and self-service portals
- Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications
- Assist end users with password resets, account unlocks, and access requests
- Provide remote assistance when applicable
- Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
- Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
- Escalate complex issues to higher-level support teams when necessary
- Adhere to service level agreements (SLAs) and meet performance targets
- Utilize the internal knowledge base to resolve common issues and improve efficiency
- Drive customer satisfaction through proactive communication and first call resolution
- Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude
- Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps
Benefits
- We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible Paid Time Off.
- XTIUM is an equal opportunity employer.
- At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
