Service Desk Specialist

Service Desk Specialist Level 2

Location:

Plano, TX (Hybrid options available for the right candidate). Local travel to client sites may be required

Hours:

Full-Time Type:
Direct Hire Pay: $34,900 - $67,600 DOE. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. Benefits include annual on-target bonuses if applicable, medical benefits, 401(k) eligibility, and PTO.

This is more than just a support role—it's an opportunity to grow, gain exposure to a wide range of challenging technical environments, and make a real impact with every client interaction. We are seeking an experienced technical resource who thrives in a dynamic environment and enjoys working directly with users and clients. In this hybrid role, you will split your time between our office, remote support, and on-site client visits.

The ideal candidate is a self-starter, motivated to solve problems, build strong client relationships, and deliver exceptional IT support in any situation. Primary responsibilities will be to provide technical support operations to: install, configure, test and troubleshoot our client's IT infrastructure. This is a client facing position concentrated on resolving incidents and service requests from external clients and driving continuous service improvement initiatives.

The Service Specialist II will measure, monitor and work to drive down Level 2 incident levels at the Service Desk relating to desktop, application, cloud, and infrastructure support. Daily activity includes receiving, prioritizing, documenting and actively resolving and/or escalating incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution will include on-site use of diagnostic, remote monitoring, documentation and support desk tracking tools.

This position will work closely cross-organizational teams toward the ongoing technical support of our clients.

Essential Duties and Responsibilities:

• Provide technical support to end users via remote tools, phone, in-office assistance, and on-site visits.
• Troubleshoot and resolve issues related to Windows desktops/laptops, Microsoft 365, networking, printers, and mobile devices.
• Perform routine maintenance, system updates, and proactive monitoring to prevent issues.
• Escalate complex issues to senior engineers when needed, while working to maintain ownership of client satisfaction.
• Document support requests, solutions, and procedures in the ticketing system.
• Assist with client onboarding, device deployments, and technology refresh projects.
• Deliver excellent customer service, ensuring clients feel supported and confident in their technology.

Additional Notes:

• Responsibilities may occasionally require an adjusted work schedule and/or evening/weekend hours in order to satisfy customer needs and position requirements.

Requirements:

• 1.5+ years of IT support or help desk experience (Managed Services Provider experience a plus).
• Strong knowledge of Microsoft 365, Windows 10/11, networking basics (TCP/IP, DNS, DHCP, VPN).
• Excellent troubleshooting and problem-solving skills.
• Outstanding communication and interpersonal skills — comfortable working directly with end users.
• Ability to manage priorities, work independently, and follow through on commitments.
• Valid driver's license and reliable transportation for on-site client support.
• Capability and willingness to travel regionally in support of clients and projects.
• This position requires a minimum of an Associate's Degree (with a Bachelor's degree preferred).
• Must be able to effectively communicate in specific terms about technologies used by our clients, including Windows Server, Microsoft Exchange Server, HP Servers, Router/Switches, Firewall Appliances, VoIP and IP environment, and CAT5e/CAT6 Infrastructures.
• Knowledge, Skills and Abilities:
  
  Service Desk Technician must have a strong aptitude in OS repairs, Spyware and Virus removal, Hardware, Software, upgrades and troubleshooting. Must also have the ability to read computer instruction manuals, utilize Google Search and comprehend directions therein in order to remedy minor computer equipment malfunctions.
• Client/Relationship Management:
  The Service Desk Specialist establishes and builds relationships with clients. Applies knowledge to the business and provides personalized, value-added service. Demonstrates willingness to meet or exceed needs of clients by pursuing improved courses of action; delivers products and services that best serve client needs; uses client feedback as a basis for improving service and performs necessary follow-up work without being prompted.
• Collaboration/Teamwork:
  Service Desk Analyst creates commitment to common goals; identifies competing interests and finds ways to balance them; values contributions of all team members and other constituencies; values team accomplishments over individual accomplishments; leverages others'…