ServiceDesk Specialist

Job Title: Service Desk Specialist
Location: Boston MA 02110
Duration: 3 Months (Possible Extension)

Summary

We are seeking a Service Desk Specialist to join the Client Services Team reporting to the Infrastructure Manager. This is a fully onsite role based in the Boston office focused on delivering high-quality Tier 1 technical support.

Key Responsibilities

• Provide Tier 1 Service Desk support by monitoring phone and email requests creating tickets and triaging issues.
• Maintain working knowledge of current and emerging computing technologies and best practices.
• Continuously improve support quality through coaching peer collaboration training and feedback.
• Participate in meetings to support the overall direction of the ITS department.
• Contribute to team projects aimed at improving efficiency and service quality within the support team.

Required Skills & Qualifications

• Strong knowledge of Windows-based operating systems.
• Solid understanding of PC hardware and troubleshooting.
• Proficiency with Microsoft Office 365.
• Self-motivated with the ability to work independently.
• Strong attention to detail and commitment to delivering high-quality work.
• Ability to manage priorities and consistently meet deadlines.
• Collaborative mindset with a proactive approach to service delivery.
• Excellent analytical and problem-solving abilities.
• Strong organizational interpersonal and communication skills.
• Willingness and ability to learn new technologies quickly.

Requirements

• Hands-on experience with Windows 10 Windows 11 and Microsoft Office 365.
• Proven experience working in a high-volume customer-focused deadline-driven environment.
• Familiarity with team-based methodologies such as Agile or Kanban.
• Knowledge of IT industry standards and best practices.
• Ability to research and resolve technical issues using appropriate tools.
• Valid drivers license and access to a personal vehicle.
• Ability to lift up to 35 lbs and push up to 65 lbs.
• Strong customer service orientation with a commitment to responsiveness and quality.
• Ability to exercise sound independent judgment.

Required Skills:

Service Desk Management