Global Service Desk Specialist

As a Global Service Desk Specialist, your primary role will be to provide Tier 1 level support to the global internal staff of the company. You will be responsible for addressing various technical issues related to hardware, software, network, telecommunications, and peripheral equipment. Your duties will include troubleshooting problems, setting up computer configurations, and maintaining in-house computer systems. Additionally, you will be required to communicate issue statuses, log problems in the tracking system, and ensure accurate documentation of resolution information in the IT Technical Support knowledge management database. Key Responsibilities: - Serve as the initial point of contact for desktop, laptop, mobile, and peripheral equipment issues - Troubleshoot and resolve Tier 1 technical support problems, escalating when necessary - Perform initial program load and setup for standard computer configurations - Set up, support, and maintain computer systems, desktops, laptops, and mobile devices - Provide user support for Microsoft Office products and communicate issue statuses to stakeholders - Log issues and resolutions in the tracking system and follow up with users to ensure proper fixes - Keep peers and managers informed of significant problems and trends - Identify and escalate client issues that may require changes to procedures and systems - Work in a 24X7 environment, including weekends and on-call rotations - Perform other related duties as assigned Qualifications Required: - High School Diploma, Bachelor's degree preferred - 1-3 years of experience in Help Desk, Call Center, or NOC environment - Understanding of IT Ticketing Systems - Ability to work independently with excellent customer service skills - Knowledge of PC configuration, network operating systems, Windows OS, and Microsoft Office products - Familiarity with remote access technologies, telecommunications systems, and Adobe products - Strong troubleshooting and research skills with excellent verbal and written communication abilities This is an in-office role with potential for hybrid shifts.,