Enterprise Service Desk Support Specialist

SUMMARY

As a Service Desk Technician, you

will play a critical role in providing first-line technical support to our

client end-users. This includes resolving a wide range of IT issues, such as

hardware and software troubleshooting, account management, and password resets,

while providing prompt and courteous assistance via phone, email, and chat. You

will utilize and contribute to the internal knowledge base to resolve common

issues efficiently and escalate complex issues to higher-level support when

necessary. Additionally, you will actively participate in team training and

development initiatives to enhance your performance, technical skills, and

contribute to providing a “white glove” customer experience.

JOB RESPONSIBILITIES

• Provide customer end user technical support
• via phone, email, chat, and self-service portals
• Diagnose and resolve customer issues with
• desktops, laptops, printers, peripherals, and common software applications
• Assist end users with password resets,
• account unlocks, and access requests
• Provide remote assistance when applicable
• Troubleshoot network connectivity issues
• (e.g., internet access, VPN connections)
• Document and track incidents and requests
• utilizing the ServiceNow ITSM ticketing system
• Escalate complex issues to higher-level
• support teams when necessary
• Adhere to service level agreements (SLAs)
• and meet performance targets
• Utilize the internal knowledge base to
• resolve common issues and improve efficiency
• Drive customer satisfaction through
• proactive communication and first call resolution
• Provide exceptional customer service by
• demonstrating empathy, patience, and a positive attitude
• Communicate technical information clearly
• and concisely, ensuring clients understand the resolution or next steps

QUALIFICATIONS

• 2+ years of service
• desk experience in an MSP environment
• Excellent verbal and
• written communication skills
• Strong interpersonal
• skills
• Excellent
• problem-solving and analytical skills
• Customer-centric
• approach with a focus on service excellence
• Ability to work
• effectively under pressure and manage multiple priorities
• Continuous improvement
• mindset
• Incident and request
• management experience
• Must be a team player
• and collaborative.
• Experience with
• Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office
• O365. MAC OS knowledge would be a plus,
• but not a hard requirement.
• Familiarity with IT
• Service Management concepts, practices, and procedures. Strong ITIL knowledge
• or certification preferred
• Technical
• Certifications: CompTIA, A+, MSCE are a plus
• Experience using
• ServiceNow ticketing system is preferred
• Experience using
• remote assistance tools
• Excellent time
• management skills
• A bachelor’s degree or
• equivalent in Computer Science, Information Systems, or related field
• Strong technical
• background
• Be willing to work
• 1st, 2nd, or 3rd shift in a 24/7 support environment
• Native-level Spanish
• skills is a plus

JOB REQUIREMENTS

• Should be willing to
• accept a long-term work-from-home arrangement.
• Should be amenable to
• a permanent night shift schedule.