Service Desk Specialist

Optomi, in partnership with a leader in the insurance industry, is seeking an experienced Service Desk Representative. The right candidate will have a minimum of 6 months of experience and be able to work 2-3 days onsite / week in Branchville, NJ.

• Serve as the first point of contact for IT support requests
• Troubleshoot and resolve Tier 1 technical issues involving hardware, software, and enterprise applications
• Manage incidents and service requests through completion while meeting SLA expectations
• Document troubleshooting steps, resolutions, and ticket updates accurately
• Communicate proactively with end users and provide regular status updates
• Escalate complex issues to Tier 2 support with complete documentation and context

• 6 months to 3+years of IT Support, Help Desk, Service Desk, or Technical Support experience
• Strong customer service and communication skills
• Experience working with ticketing systems and support tools (Service Now preferred)
• Ability to troubleshoot common hardware, software, and application issues
• Comfortable managing multiple tickets in a fast-paced environment
• Experience working within SLA-driven support environments is a plus