Service Desk Specialist

Service Desk Specialist I

The Service Desk Specialist I serves as the first point of contact for internal technology inquiries, providing troubleshooting, diagnosis, escalation, and resolution of hardware, software, and system‑related issues at the desktop level. The role delivers technical support through in‑person, hands‑on assistance and plays a key part in ensuring a seamless technology experience for employees and customers.

• Delivers exceptional, customer‑focused technical support and service.
• Provides Microsoft Windows 11 and Apple macOS support.
• Acts as a technical resource and escalation point for all requests and tickets.
• Coordinates and performs hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring printers, systems and applications.
• Monitors and tests fixes to ensure problems have been adequately resolved.
• Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution.
• Tracks and analyzes trends in Service Desk requests and generates statistical reports as requested.
• Assesses need for system reconfigurations (minor or significant) based on request trends and makes recommendations.
• Attends training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies.

• Strong knowledge of computer hardware.
• Strong knowledge of desktop and server operating systems.
• Knowledge of MS Office, current Windows and Apple macOS operating systems.
• Prior application support experience with and knowledge of programming languages.
• Working knowledge of a range of diagnostic utilities.
• Ability to work collaboratively with peers and internal clients.
• Ability to prioritize tasks and focus on assigned projects.
• Knowledge of Conference Room AV equipment is a plus.
• Working knowledge of Intune and JAMF is a plus.

• Bachelor’s degree in computer science, information sciences, or related field.
• One to two years of work experience in a fast‑paced environment providing IT customer service/support.
• Certifications in various software products considered a plus.

• Understand core AI concepts and apply them ethically to enhance productivity, insights, and decision‑making.
• Craft effective prompts to optimize the quality and relevance of AI‑generated outputs.
• Explore and apply agentic AI systems, using or managing autonomous agents to streamline workflows and automate tasks.
• Leverage AI tools to boost efficiency, creativity, and innovation in daily work.
• Stay curious and adaptable, continuously experimenting with AI‑driven solutions to elevate team performance and customer impact.

Most work activities are performed in an office or home‑office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines, and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), understand business terminology, and interpret numerical data.