Service Desk Support Specialist

Role Overview

We are seeking a highly skilled Service Desk Support Specialist to support desktop services, system administration, automation initiatives, and end-user support. The ideal candidate will have strong troubleshooting expertise, Active Directory administration experience, SCCM knowledge, networking fundamentals, and Power Shell scripting capabilities. This role requires excellent customer service skills and the ability to support and optimize enterprise desktop environments.

• Provide advanced desktop support and troubleshooting services.
• Administer and support Active Directory, including ADUC, user authentication, authorization, and identity management.
• Automate and streamline operational processes using Power Shell scripting.
• Deliver exceptional customer support and ensure user satisfaction.
• Troubleshoot technical issues using systematic problem-solving methodologies.
• Support and maintain SCCM environments, including software deployment and administration.
• Diagnose and resolve networking issues involving DHCP, DNS, PING, NSLOOKUP, and NETSTAT.
• Learn and utilize new technologies and tools for data auditing, permissions management, and system optimization.
• Collaborate with cross-functional teams to support enterprise IT operations.
• Document procedures, solutions, and technical processes.

• Desktop Support and Service Management
• Active Directory Administration (ADUC)
• Identity and Access Management
• SCCM Administration and Support
• Power Shell Scripting and Automation
• Network Troubleshooting and Diagnostics
• Customer Service and End-User Support
• Process Improvement and Automation
• Problem Solving and Root Cause Analysis
• Communication and Collaboration Skills

• 10 years of troubleshooting experience.
• 5 years of experience with Active Directory including ADUC.
• 4 years of SCCM or SMS-related experience.
• 4 years of customer service experience.
• 4 years of experience with networking technologies including PING, NETSTAT, DHCP, DNS, and NSLOOKUP.
• Experience creating and maintaining Power Shell scripts for automation and administration.
• Ability to work independently and within a team environment.
• Strong organizational, analytical, planning, and decision-making skills.
• Excellent verbal and written communication skills.

• A+ Certification is highly desired.
• Microsoft Certifications are highly desired.
• Power Shell 3.0 or higher scripting experience is highly desired.
• Candidates must be able to participate in an in-person interview if selected.
• Candidates must be able to pass an FBI background check.
• Strong leadership, collaboration, facilitation, and stakeholder management skills are preferred.