Service Desk Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee incidents, problems, and service requests utilizing government-standard ServiceNow or Remedy solutions.

• Receive and generate tickets through various channels including phone, email, self-service portal, live chat, and direct support interactions.

• Classify incidents based on their impact and priority, and work towards restoring services that are degraded or disrupted.

• Offer live telephone support during typical working hours, striving for resolution and escalating any unresolved issues.

• Monitor email inquiries and create tickets in accordance with the relevant SLAs.

• Implement tracking and manage the resolution of critical events while striving to meet or surpass SLAs.

• Update tickets and verify that ticket statuses comply with the applicable SLAs.

• Secure user approval before resolving and closing tickets; follow up to confirm service restoration.

• Take ownership of incident, problem, and service request resolution, including oversight of external support teams and escalations.

• Analyze incident data to identify trends, generate problem tickets, and link related incidents.

• Receive and fulfill service requests from users and technicians via telephone, voicemail, email, and in-person visits.

• Inform users about scheduled maintenance windows and outages through email notifications.

• Provide remote desktop configuration and troubleshooting support using tools such as BeyondTrust (Bomgar).

• Assist users with configuration, troubleshooting, and inquiries related to approved applications.

• Support assistive technology tools like Windows Ease of Use and JAWS.

• Facilitate support for WebEx, Zoom, and Teams, including meeting scheduling, usage management, and user assistance.

⛳️ Requirements

• High School Diploma or GED (mandatory).

• Basic understanding of Microsoft 365 applications: Outlook, Word, Excel, Teams, OneDrive.

• Familiarity with Windows 10/11 operating systems.

• Active Directory user administration skills: Password resets, account unlocks, basic updates to user accounts.

• Knowledge of common desktop hardware, including laptops, desktops, printers, monitors, and mobile devices.

• Understanding of network fundamentals: VPN connectivity, Wi-Fi troubleshooting, and basic TCP/IP concepts.

• Experience with ServiceNow or a comparable ITSM ticketing system.

• Strong verbal and written communication abilities.

• Capacity to convey technical information to non-technical users.

• Ability to professionally manage high call volumes.

• Proven experience in accurately documenting incidents and requests.

• Strong organizational skills and the ability to multitask effectively.

• Capability to thrive in a metric-driven environment.

• Must be a U.S. Citizen or a Legal Permanent Resident (Green Card holder) for at least 3 years and be compliant with Federal Tax obligations.

• Highly preferred certifications include: CompTIA A+, HDI Support Center Analyst (HDI-SCA), ITIL 4 Foundation, or Microsoft 365 Fundamentals (MS-900).

🏝️ Benefits

• Comprehensive benefits package.

• Excellent training and career advancement opportunities.

• Flexible work schedules.

• Competitive compensation package.

• Work environments that encourage employees to be authentic, collaborate, and inquire.

• Equal Opportunity Employer.