Support Specialist, Enterprise Service Desk

📋 Description

• Provide first-line technical support to end users via phone, email, chat, and self-service.
• Diagnose and resolve issues with desktops, laptops, printers, OS, apps.
• Handle password resets, unlocks, access requests, remote assistance.
• Troubleshoot network and VPN connectivity problems.
• Create and track incidents/requests in ITSM ticketing system.
• Escalate complex issues to higher-level teams and maintain ownership.

🎯 Requirements

• At least 2 years of service desk experience (MSP preferred).
• Strong background: Windows, Office 365, Azure AD, AD, Exchange/O365; macOS a plus.
• Familiarity with ITIL, ITSM concepts; ITIL cert preferred.
• Experience with ServiceNow or similar ITSM platform.
• Experience with remote assistance and distributed environments.
• Excellent communication, troubleshooting, and time-management skills.

🎁 Benefits

• Hourly compensation $20–$24, with location-based variation.
• Medical and dental insurance options.
• FSA, 401(k), Flexible PTO.
• Fully remote work opportunity within the United States.
• Multiple shift options available.
• Opportunity to develop technical expertise in a global enterprise service desk.