Support Specialist, Enterprise Service Desk

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

📋 Description

• Deliver technical support to end users via phone, email, chat, and self-service portals.

• Identify and resolve issues related to desktops, laptops, printers, peripherals, and common software applications.

• Assist users with password resets, account unlocks, and access requests.

• Offer remote assistance when necessary.

• Troubleshoot network connectivity problems, including internet access and VPN connections.

• Document and manage incidents and requests utilizing the ServiceNow ITSM ticketing system.

• Escalate intricate issues to advanced support teams when required.

• Comply with service level agreements and achieve performance objectives.

• Utilize and contribute to the internal knowledge base.

• Enhance customer satisfaction through proactive communication and first-call resolution.

• Deliver compassionate, patient, and positive customer service.

• Convey technical information in a clear and concise manner.

• Engage in team training and development activities.

⛳️ Requirements

• Over 2 years of service desk experience in a managed service provider environment.

• Exceptional verbal and written communication abilities.

• Strong interpersonal skills.

• Excellent problem-solving and analytical capabilities.

• Customer-focused approach with an emphasis on service excellence.

• Ability to perform effectively under pressure and handle multiple priorities.

• Mindset oriented towards continuous improvement.

• Experience in incident and request management.

• Must be collaborative and a team player.

• Proficient with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365.

• Familiarity with IT Service Management concepts, practices, and procedures.

• Strong technical expertise.

• Experience with the ServiceNow ticketing system is preferred.

• Familiarity with remote assistance tools.

• Excellent time management abilities.

• A bachelor’s degree or equivalent in Computer Science, Information Systems, or a related field.

• Willingness to work 1st, 2nd, or 3rd shifts in a 24/7 support setting.

• Knowledge of MAC OS is advantageous, but not mandatory.

• Strong ITIL knowledge or certification is preferred.

• CompTIA, A+, and MSCE certifications are a plus.

🏝️ Benefits

• Medical, Dental, and Flexible Spending Account options.

• 401(k) plan.

• Flexible Paid Time Off.