IT Service Desk Specialist I
About The Position
The Service Desk Specialist is the first point of contact for all ISACA end users and is responsible for delivering exceptional service, technical support, and guidance. This role involves managing daily support requests through the Jira ticketing system, ensuring timely and efficient resolution of issues. The Specialist will troubleshoot a range of desktop-related problems, including software and hardware issues, network connectivity (wired and Wi-Fi), and printer functionality. This is a fully onsite role based at ISACA HQ, supporting both local and remote employees in the U.S. Remote support will be provided using secure connection tools. The ideal candidate is proactive, customer-focused, and committed to delivering best-in-class support across the organization.
Requirements
- Bachelor's Degree in Technical or Business Studies from an accredited university or equivalent combination of education and relevant professional experience.
- 2+ years of professional experience in a similar role or capacity, with a demonstrated record of success.
- Experience providing high-quality customer support in a help desk environment, assisting end users with technical issues.
- Proven ability to maintain and troubleshoot PCs, laptops, and print services to ensure consistent functionality.
- Hands-on experience using a ticketing system (e.g., Jira) to document, track, and resolve technical issues in real time.
- Demonstrate strong communication and interpersonal skills, engaging internal customers with a positive and solutions-oriented mindset.
- Strong documentation skills – ability to clearly and accurately record technical work and ticket updates.
- Intermediate knowledge of Android and iOS devices – familiarity with mobile platforms for troubleshooting.
- Experience working with End Point Anti-virus systems – understanding of security tools and how to manage them.
- Mac OS experience (MacBooks, iMacs) – ability to support Apple devices.
- Willingness to learn audio-visual conference room support – openness to expanding technical skillset.
Nice To Haves
- Bachelor’s degree in IT, Computer Science, Information Systems or Management Information Systems, Network Administration/Engineering, Technical Support/Help Desk Technology, Computer Engineering from an accredited university or equivalent combination of education and relevant professional experience.
- 4+ years of relevant experience in a similar role or capacity, with a demonstrated record of success.
- 3+ years working in a Tier 2 support position
- A+ Certification
Responsibilities
- Provide technical support for ISACA end users using Windows 10 workstations, including setup and troubleshooting.
- Manage and document service tickets in Jira or similar ticketing systems, ensuring real-time updates and resolution tracking.
- Troubleshoot, configure, and administer Microsoft Office 365 applications.
- Administer user accounts in Active Directory and Exchange.
- Conduct post-resolution follow-ups to maintain strong communication and positive relationships with end users.
- Troubleshoot file and print services across the organization.
- Support Mac OS devices, including MacBooks and iMacs.
- Learn and assist with support for audio-visual conference room technology.
- Miscellaneous tasks as needed include but are not limited to engaging with vendors regarding product/service issues, workstation cable management, and other duties as assigned.
Benefits
- ISACA Career Opportunities and Benefits
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
