Detail-Driven IT Service Desk Specialist Deliver

Detail-Driven IT Service Desk Specialist Wanted to Deliver Legendary Support

Knight Office Solutions Inc – San Antonio, Texas, United States

We are seeking an IT Service Desk Specialist to join our Managed Services (MS) Team. The Service Desk Specialists provide first contact technology support for our Managed Services clients, troubleshooting Microsoft Operating Systems and Office Suite, while delivering outstanding customer service and communication.

Essential Duties and Responsibilities:

• Ticket Management: Receive, prioritize, and document customer support requests from chats, emails, phone calls, and in‑person sessions. Ensure tickets are coded and triaged to company standards.
• Technical Support: Provide level 1 remote support and resolution of end‑user tickets using tools such as Connect Wise RMM, Datto platforms, Sentinel One, and Acronis. Escalate complex incidents or service requests to appropriate groups as necessary.
• Knowledge Management: Participate in creating and updating Knowledge Base articles in IT Glue, ensuring documentation stays current.
• On‑Call: Perform on‑call duties when applicable, including answering after‑hours calls, resolving after‑hours tickets, and responding to service alerts per the On‑Call SOP.
• Project Support: Assist with service delivery support for onboarding, projects, and other special tasks as assigned.

Primary Objectives:

• Provide timely first‑level support for customer technical requests.
• Achieve Service Desk goals for First Response, First Contact Resolution, Customer Satisfaction, and SLAs as defined by Service Level Objectives.
• Maintain regular communication with customers throughout the support request process.
• Follow operational policies, processes, and procedures related to the Service Desk.
• Identify opportunities to improve service delivery and provide feedback for enhancements.

• High school diploma or GED required; 1 + year of IT support experience or equivalent training. Some college preferred.
• CompTIA A+, Network+, Security+ or Microsoft Fundamentals certifications preferred (or ability to obtain within the required timeframe).
• Strong attention to detail and professionalism.
• Excellent customer service, communication, and teamwork skills.
• Ability to prioritize tasks, follow procedures, and maintain accurate documentation.
• Demonstrated initiative, reliability, and willingness to learn and improve processes.
• Strong problem‑solving skills, ability to work independently, and handle interruptions effectively.
• Proficient with Microsoft Office Suite (Word, Excel, Outlook); experience with Microsoft Access or E‑automate a plus.
• Good written and verbal communication skills for business correspondence.
• Basic math skills, including percentages, ratios, and integer calculations.
• Ability to follow written, verbal, or diagram instructions and resolve routine problems using sound judgment.
• Capability to sit for extended periods, communicate clearly, perform light lifting up to 10 lbs, and maintain close‑range vision for computer work.

When you join the Knight team you will enjoy:

• Leadership that promotes a balanced life prioritizing faith, family, health, and work.
• A culture focused on honesty, integrity, giving back to the community, and enjoying what you do.
• A fast‑paced growth industry focused on office technology.
• Access to local leadership.
• Volunteer Paid Time Off to give back to charitable and community organizations.
• Opportunities for professional growth and development.
• A friendly and inclusive work environment that values teamwork, feedback, and collaboration.

Complete benefit package includes:

• Medical
• Dental
• Vision
• Life Insurance
• Accidental death and disability insurance
• Short‑ and long‑term disability insurance
• 401 K with company match

Knight Office Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.