Service Desk Specialist

A Service Desk Specialist typically provides first-line IT support to employees or customers, troubleshooting technical issues and ensuring requests are resolved efficiently.

Service Desk Specialist — Job Description

Position Summary
The Service Desk Specialist is responsible for providing technical support to users, resolving hardware and software issues, managing service requests, and maintaining a high level of customer satisfaction. This role serves as the first point of contact for IT-related problems and works closely with other IT teams to escalate and resolve complex issues.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, network, account, and access issues.
• Create, update, prioritize, and close support tickets in the IT service management system.
• Troubleshoot Windows, Microsoft 365, printers, mobile devices, applications, and basic network connectivity.
• Set up and configure computers, user accounts, peripherals, and software.
• Assist users with password resets, account access, MFA, and security-related requests.
• Escalate complex or unresolved issues to appropriate Tier 2/Tier 3 teams.
• Follow IT policies, procedures, security standards, and service-level agreements (SLAs).
• Document troubleshooting steps, resolutions, and knowledge-base articles.
• Monitor recurring issues and identify opportunities to improve IT services.
• Provide professional, timely, and customer-focused support.
• Assist with onboarding and offboarding employees, including equipment and account provisioning.

Required Qualifications

• High school diploma or equivalent; associate or bachelor's degree in IT or a related field is a plus.
• 1–3 years of experience in a service desk, help desk, desktop support, or IT support role.
• Strong troubleshooting and problem-solving skills.
• Working knowledge of Windows, Microsoft 365, Active Directory/Entra ID, and basic networking.
• Experience with ticketing/ITSM systems.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple support requests and work effectively under pressure.
• Strong customer-service mindset.

Preferred Certifications

• CompTIA A+
• ITIL Foundation
• Microsoft certifications
• CompTIA Network+ or Security+

Typical Skills

• Technical troubleshooting
• Customer service
• Incident and request management
• Active Directory/Entra ID
• Microsoft 365
• Hardware and software support
• Networking fundamentals
• Ticket documentation
• Remote support
• Problem solving
• Communication and teamwork