Service Support Specialist

Our client is seeking a customer-focused Service Desk Support Specialist to join its growing Information Technology team. This is an excellent opportunity for an IT support professional who enjoys solving technical problems delivering exceptional customer service and supporting end users in a fast-paced enterprise environment.

The ideal candidate will have experience supporting Microsoft technologies troubleshooting hardware and software issues and providing both remote and deskside support. This role offers excellent career growth opportunities within a stable and expanding organization committed to investing in technology and its employees.

The Service Desk Support Specialist is responsible for providing first- and second-level technical support to employees across the organization. This individual will serve as the primary point of contact for technical incidents service requests and end-user support while ensuring timely resolution of issues and an outstanding customer experience.

Success in this role requires strong troubleshooting skills excellent communication and the ability to manage multiple priorities while maintaining high service standards.

• Provide Level 1 and Level 2 technical support via phone email chat remote support tools and ticketing systems.
• Troubleshoot and resolve hardware software operating system network and application issues.
• Manage incidents from initial reporting through successful resolution while meeting established Service Level Agreements (SLAs).
• Deliver exceptional customer service with a focus on first-contact resolution and end-user satisfaction.
• Prioritize and manage multiple support requests in a fast-paced environment.
• Escalate complex technical issues to appropriate support teams when necessary.
• Document incidents troubleshooting steps and resolutions accurately within the IT Service Management (ITSM) platform.

Provide technical support for:

• Microsoft Windows 10 & Windows 11
• Microsoft Office Suite
• Microsoft 365
• Microsoft Teams
• OneDrive
• Outlook
• Active Directory
• Azure Active Directory (Entra ID)
• Remote Desktop Support
• Office 365 Administration

• Configure deploy and support desktop and laptop computers.
• Install software drivers and peripheral devices.
• Troubleshoot printers scanners monitors docking stations and other end-user equipment.
• Perform hardware diagnostics and coordinate repairs or replacements.
• Support workstation imaging deployments and upgrades.
• Assist with conference room technology and audiovisual equipment as needed.

• Provision new user accounts and equipment.
• Configure user permissions and access.
• Reset passwords and troubleshoot authentication issues.
• Support employee onboarding transfers and offboarding.
• Maintain user account security and access controls following IT policies.

• Manage incidents throughout their lifecycle.
• Identify recurring issues and assist with proactive problem management.
• Contribute to and maintain knowledge base articles and technical documentation.
• Assist with creating user guides and training materials.
• Support continuous improvement initiatives to enhance Service Desk efficiency.

• Work closely with Infrastructure Network Security Applications and Business teams to resolve technical issues.
• Communicate effectively with technical and non-technical users.
• Participate in technology rollouts upgrades and enterprise IT initiatives.
• Promote IT best practices and excellent customer service throughout the organization.

• 3 years of IT Help Desk Service Desk or Desktop Support experience.
• Experience supporting Microsoft Windows 10 and Windows 11.
• Strong knowledge of:
  • Microsoft 365
  • Office Suite
  • Microsoft Teams
  • OneDrive
  • Outlook
  • Active Directory
  • Azure Active Directory (Entra ID)
• Experience using remote support tools.
• Strong troubleshooting skills across hardware software and networking.
• Experience supporting desktop computers laptops printers and peripherals.
• Excellent customer service and communication skills.
• Ability to prioritize multiple support requests while meeting SLAs.
• Experience working with IT ticketing systems and documenting support activities.

• Associate degree or technical certification preferred; bachelors degree is a plus.
• Microsoft certifications (MS-900 MD-102 AZ-900 or similar).
• Experience with ITIL or IT Service Management (ITSM) best practices.
• Experience with endpoint management solutions such as Microsoft Intune or SCCM.
• Familiarity with enterprise networking fundamentals.
• Experience supporting hybrid or cloud-based Microsoft environments.
• Knowledge of cybersecurity best practices and user account security.

• IT Service Desk
• Help Desk Support
• Desktop Support
• Windows 10
• Windows 11
• Microsoft 365
• Microsoft Office
• Microsoft Teams
• OneDrive
• Outlook
• Active Directory
• Azure Active Directory (Entra ID)
• Office 365 Administration
• Remote Support Tools
• Hardware Troubleshooting
• Software Installation
• Printer Support
• User Account Administration
• Incident Management
• Ticketing Systems
• Customer Support

• Microsoft Intune
• SCCM / MECM
• ITIL
• Endpoint Management
• Windows Imaging
• Basic Networking
• VPN Support
• Multi-Factor Authentication (MFA)

• Competitive base salary
• Hybrid work schedule (Monday Wednesday & Friday onsite)
• Comprehensive medical dental and vision benefits
• 401(k) with company contribution
• Paid vacation and company holidays
• Professional development and technical training
• Opportunities to grow into Systems Administration Infrastructure Cloud Cybersecurity or Enterprise Applications roles
• A collaborative team environment with a company committed to technology innovation and employee development