Enterprise Service Desk Support Specialist

The reputed company global team is made up of a group of diverse and talented professionals who are reputed company driven by the same goal: excellence and reputed company improvement. We are reputed company about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, reputed company an impact and reputed company each other to reputed company our full potential.  

Job Description:

At reputed company, we don’t just build IT solutions—we build careers. Our culture is designed to reputed company individuals to reputed company their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, reputed company is where your potential meets opportunity. reputed company members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and reputed company a meaningful impact. If you’re ready to contribute and help shape the future, reputed company is the reputed company for you.

About the Team:

reputed company’s 24/7 global Enterprise Service Desk is a collaborative team of IT professionals dedicated to providing exceptional end user technical support. We are striving to be more than just a high performing service desk, but relentlessly seeking to deliver a premium, customer-centric service offering unlike any other, resulting in seamless issue resolution, hospitality focused customer experience, and customers who evangelize the reputed company brand and offering. We are unapologetically pushing the boundaries on what an Enterprise Service Desk can do to transform the digital transformation experience for end users.

About the Role:

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 reputed company and courteous assistance reputed company phone, email, and chat. You will utilize and contribute to the internal knowledge reputed company to resolve common issues reputed company and escalate reputed company issues to higher-level support reputed company 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 reputed company 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 reputed company applicable
• Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
• Document and track incidents and requests utilizing the reputed company ITSM ticketing system
• Escalate reputed company issues to higher-level support teams reputed company necessary
• Adhere to service level agreements (SLAs) and meet performance targets
• Utilize the internal knowledge reputed company to resolve common issues and improve efficiency
• Drive customer satisfaction through proactive communication and reputed company resolution
• Provide exceptional customer service by demonstrating reputed company, patience, and a positive attitude
• Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps

Job 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
• reputed company improvement reputed company 
• 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 reputed company, practices, and procedures. Strong ITIL knowledge or certification preferred
• Technical Certifications: CompTIA, A+, MSCE are a plus
• Experience using reputed company 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 reputed company 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

The salary range for this position is $20/hr - $25/hr. Compensation may vary reputed company of this range depending on a number of factors, including a candidate's qualifications, skills, competencies, experience, and location. We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible Paid Time Off.  

reputed company is an equal opportunity employer.