Service Desk Specialist I

PROS•Houston, TX

2d•Hybrid

About The Position

Reporting to the Manager of the Service Desk, the Service Desk Specialist I is responsible for delivering technical support and resolving end-user issues through in-person, hands-on assistance at the desktop level. This role serves as the first point of contact for internal technology inquiries, providing troubleshooting, diagnosis, escalation, and resolution of hardware, software, and system-related issues. The Service Desk Specialist I assist with hardware and software evaluations and may prepare incident and service desk performance reports. The Service Desk Specialist helps differentiate PROS airline solutions by providing first-class customer service and ensuring a seamless technology experience for employees and customers.

Requirements

Strong knowledge of computer hardware.
Strong knowledge of desktop and server operating systems.
Knowledge of MS Office, Current Windows and Apple Mac Operating Systems
Prior application support experience with and knowledge of programming languages.
Working knowledge of a range of diagnostic utilities.
Ability to work collaboratively with peers and internal clients.
Ability to prioritize tasks and focus on assigned projects.

Nice To Haves

Knowledge of Conference Room AV equipment is a plus
Working knowledge of Intune and JAMF is a plus
Bachelor’s Degree in computer science, information sciences, or related field
One to two years of work experience in fast paced environment providing IT customer service/support
Certifications in various software products considered a plus
Understand core AI concepts and apply them ethically to enhance productivity, insights, and decision-making.
Craft effective prompts to optimize the quality and relevance of AI-generated outputs.
Explore and apply agentic AI systems, using or managing autonomous agents to streamline workflows and automate tasks.
Leverage AI tools to boost efficiency, creativity, and innovation in their daily work.
Stay curious and adaptable, continuously experimenting with AI-driven solutions to elevate team performance and customer impact.

Responsibilities

Delivers exceptional, customer-focused technical support and service.
Microsoft Windows 11 and Apple Mac OSX support
Serve as technical resource / escalation point for all requests / tickets.
Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring printers, systems and applications.
Monitor and test fixes to ensure problems have been adequately resolved.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
May track and analyze trends in Service Desk requests and generate statistical reports as requested.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies