Job Title: Service Desk Specialist
Department: IT
Reports To: Service Desk & IT Retail Field Manager
Summary:
The Service Desk Specialist provides timely phone support and executes IT-related tasks to support overall business operations. This role requires strong technical troubleshooting skills, excellent customer service, and the ability to work flexible shifts, including evenings and weekends. Bilingual fluency in English and Spanish is required.
Key Responsibilities:
- Handle incoming service desk calls professionally and efficiently
- Achieve 85% resolution rate for inbound incidents and requests
- Track, assign, and escalate tickets using ServiceNow
- Follow up on open tickets to ensure timely resolution
- Create and manage user accounts and permissions in a multi-platform environment
- Troubleshoot hardware, software, networking, and general IT issues
- Provide how-to support for applications and tools
- Escalate unresolved issues to internal teams or third-party vendors
- Monitor third-party portals for proactive issue tracking
- Support IT rollouts, upgrades, and ongoing projects
- Maintain and update internal process documentation
- Assist with desktop support and administrative IT tasks
- Participate in after-hours on-call rotation
Qualifications:
Education:
- Associate degree in MIS, Computer Science, or related field
- OR minimum 2 years of relevant IT support experience
Skills & Experience:
- Bilingual: English and Spanish (required)
- Certifications (ITIL, Microsoft, Cisco) are a plus
- Strong communication and interpersonal skills
- Detail-oriented, self-motivated, and able to prioritize in high-pressure environments
- Experience in a team-based, customer-focused support setting
Job Type: Full-time
Pay: $58,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person