Service Desk Specialist ( Level II or Level III)

Job Title:

Timings:

Do you love helping people, solving problems, and keeping technology running smoothly? We believe great support combines technical expertise with empathy, clear communication, and curiosity. Every client interaction is an opportunity to make a real difference and show what exceptional service feels like.

As a Service Desk Specialist, you will join a collaborative, high-performing team that delivers fast, thoughtful, and reliable support. You will approach each challenge with care and curiosity, solving issues, improving processes, and using AI-powered tools and automation to work smarter and deliver outstanding results. Clients will enjoy working with you because you communicate with confidence, think ahead, and genuinely want to make things better. From quick fixes to complex solutions, you will help ensure our clients feel confident, supported, and valued every time they interact with your team.

Our Purpose:

We want to hire you if:

• You have 3+ years of experience supporting users in an IT or Service Desk environment and love helping people solve problems.
• You are curious by nature, eager to learn new technologies, improve processes, and share knowledge with your team.
• You communicate clearly and confidently, even when explaining complex technical details.
• You thrive in a fast-paced environment where every interaction matters.
• You believe great support is more than fixing issues; it is about making every client feel understood, valued, and supported.
• You take ownership of your work and follow through on commitments, ensuring issues are resolved right the first time.
• You bring a growth mindset to everything you do, staying adaptable as tools, clients, and technology evolve.
• You are comfortable participating in shift-based work and after-hours support rotations as part of a collaborative team.
  

Things You Might Have Done Last Week if You Had Worked Here:

• Helped a client regain access to their Microsoft 365 account and walked them through a quick security best-practice update.
• Troubleshot a Teams performance issue and collaborated with a colleague to resolve a network configuration challenge.
• Used AI tools or automation scripts to identify and resolve recurring alerts before clients noticed.
• Updated documentation in ITGlue after discovering a configuration change during a support session.
• Assisted another technician with an escalated ticket and shared insights afterward.
• Joined the weekly Service Desk huddle to review metrics, share ideas, and celebrate client wins.
  

Language: