Service Desk Specialist

Role overview

Provide first-line technical support to end users, helping resolve hardware, software, network, and system issues. You will handle incoming calls and tickets, resolve common incidents, coordinate escalations, and keep users informed through to resolution. The role also supports service quality through accurate records and clear troubleshooting documentation.

Responsibilities - Receive phone and self-service support requests, assess their impact and urgency, and document them accurately. - Resolve issues with established solutions and route tickets to the appropriate team for timely handling. - Explain technical issues in accessible language and coordinate with specialist teams when escalation is needed. - Follow up with users to confirm progress and communicate resolution; provide scheduled visits to assigned locations when required. - Create and maintain troubleshooting guides and knowledge base material while protecting the confidentiality of records. - Monitor ticket progress against service commitments and contribute to team projects and process improvements.

Requirements - An associate degree or equivalent practical experience. - At least one year of service desk or IT troubleshooting experience. - Strong problem-solving, multitasking, attention to detail, time management, and follow-through. - A customer-focused approach, sound judgment, and effective written, verbal, and interpersonal communication. - Proficiency with common office software, including word processing, spreadsheets, and email. - Experience creating support documentation.

Benefits and work setup - Remote position with a regular Monday–Friday schedule of 8:30 a.m.–5:30 p.m. Central time. - Participate in an on-call rotation of about one week every six weeks; coverage may include evenings, weekends, and holidays. - Listed benefits include paid time off and holidays, retirement matching, health coverage, tuition reimbursement, and professional development support.