Service Desk Specialist
About The Position
We are seeking a customer-focused and technically skilled Service Desk Specialist to join our IT team. In this role, you will serve as the primary point of contact for employees requiring technical support, providing first and second-level assistance for hardware, software, network, telecommunications, and access-related issues. You will play a vital role in maintaining reliable technology services by troubleshooting and resolving technical problems, managing user accounts, deploying technology solutions, and ensuring timely response to incidents and service requests. In this role, you'll combine problem-solving, customer service, and technical expertise to help employees stay connected, productive, and successful every day.
Requirements
- High school diploma or GED required
- Minimum three (3) years of Help Desk, Service Desk, or technical support experience in a Windows-based environment.
- Working knowledge of Microsoft Windows operating systems, Microsoft 365 applications, VPN technologies, Active Directory, and user account administration.
- Demonstrated experience supporting PCs, laptops, printers, mobile devices, tablets, and peripheral equipment.
- Ability to diagnose, troubleshoot, and resolve hardware, software, connectivity, and user access issues.
- Strong customer service skills with the ability to communicate effectively with both technical and non-technical users.
- Excellent organizational, interpersonal, verbal, and written communication skills.
- Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
- Ability to work independently and collaboratively within a team environment.
- Professional demeanor, adaptability, willingness to learn, and commitment to continuous improvement.
- Ability to travel to and support multiple organizational locations as needed.
Nice To Haves
- Associate degree in Information Technology, Computer Science, or related field preferred.
- Experience with service desk ticketing systems and IT service management tools.
- Experience supporting Apple/iOS devices and environments.
- Experience in nonprofit, healthcare, or human services organizations.
- One or more industry certifications such as: CompTIA A+, Network+, Microsoft Certified Desktop Administrator Associate, or Other relevant Microsoft Certifications.
Responsibilities
- Provide exceptional IT support by serving as the first point of contact for employees, resolving technical issues through phone, email, remote support, and the ticketing system.
- Troubleshoot and maintain technology including computers, mobile devices, printers, operating systems, network connectivity, Microsoft 365 applications, collaboration tools, and other business systems.
- Manage user access and technology resources by administering accounts and permissions, supporting onboarding and offboarding, maintaining technology inventories, and tracking software licenses and equipment lifecycles.
- Support workplace technology and projects by configuring and deploying equipment, assisting with system upgrades and implementations, and supporting conference room, audiovisual, phone, and virtual meeting technologies.
- Collaborate and drive continuous improvement by documenting solutions, creating knowledge base resources, coordinating with vendors and technical teams, ensuring compliance with security standards, and following up to deliver an outstanding customer experience.
Benefits
- Medical Benefits - $30/month for an individual (opportunity to add dependents) $750 deductible, 100% covered after.
- Dental
- Vision
- 401(k) - 3% employer match
- Life Insurance
- Flexible Spending Account
- Vacation/Sick Accrual
- Holiday Pay
- Eligibility to participate in the Public Student Loan Forgiveness (PSFL) Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
