Service Desk Specialist

Position summary

The Service Desk Specialist I is responsible for fielding desktop support requests and resolving issues for business end-users while providing excellent customer service and a helpful demeanor. Professionalism is required in all communications and interactions. Support requests may range from software questions with specific business applications and Microsoft products; to hardware questions with desktops, laptops, mobile devices and peripherals including laptop docks, external screens, and headsets;

and network or application connectivity issues. In addition, the Service Desk Specialist I will be responsible for helping to manage the current inventory of hardware and software and the imaging of laptops and their distribution to employees in office and remote.

• Two (2) year college degree or equivalent work experience and technical training
• Two (2) or more years desktop support in a corporate PC / Technology Group service desk environment
• Two (2) or more years supporting wired/wireless LANs and connecting small workgroup PC’s and printers
• Experienced in performing on-site analysis, diagnosis, and resolution of complex desktop computer problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users

• Hands‑on experience managing and maintaining Entra , Microsoft Intune, Windows Desktop OS, Office 365, Microsoft Exchange, Microsoft SharePoint, VOIP, Power Shell Scripting, and configuring and supporting Mobile devices (Android and iOS), printers, video conferencing, and A/V equipment
• A+, Network+, MTA, MCSA certifications
• Experience supporting Cloud-based phone systems, ITSM and ticketing solutions, Azure, Microsoft Defender, and Mimecast

• Serve as the first point of contact for desktop support related issues
• Utilize each end-user support request as an opportunity to resolve the current issue at its root cause - not just remedy the symptom - and train the end-user if applicable
• Resolve desktop and laptop hardware issues as well as troubleshoot software application and connectivity issues
• Follow-up with support clients to ensure issue resolution
• Escalate unresolved issues to appropriate Service Desk teams
• Build, configure, ship, and support laptop hardware and related equipment for new hires
• Manage the configuration of new and existing desktop and laptop hardware
• Document all support requests and their resolution in the support ticket system for historical tracking purposes and to drive content for cross‑training of other team members
• Maintain hardware and software standards across the entire organization
• Provide input and support to the infrastructure team on projects
• Research, drive, and assist with other desktop and corporate‑level projects as assigned
• Travel and work independently to provide necessary services across all locations
• Collaborate and coordinate with cross‑functional teams on front office system support as necessary
• Maintain a clean work environment in all office areas, especially those that are off limits to custodial staff
• Perform additional duties as requested by management

• Commitment to organizational core values:
  Integrity, Compassion and Excellence
• Excellent analytical, organizational and multitasking skills
• Ability to make independent decisions while exercising good judgment and upholding confidentiality
• Professional communication and active listening skills
• Strong interpersonal skills within a service environment
• Remarkable conflict resolution and problem‑solving skills
• Knowledge of telephony and computer hardware
• Knowledge of computer software including MS Office, Entra , Microsoft Exchange, Microsoft Intune, and other Service Desk‑related applications
• Accuracy and attention to detail while meeting daily deadlines
• Ability to think logically to troubleshoot, analyze situations, and make sound decisions
• Proficiency in providing remote desktop support both over the phone and using remote support software
• Knowledge of hardware and software inventory systems
• Desire to learn and develop a basic understanding of the medical…