Service Desk Specialist

TL;DR

Service Desk Specialist: Provide tier one technical support for employees across business lines and applications via phone, chat, and self-service, troubleshooting incidents and service requests. Focus on delivering excellent customer service, rapid restoration of services, and adhering to regulatory requirements like HIPAA.

Location: Fully remote (1st or 2nd shift Monday–Friday 7:00am–11:30pm EST, including mandatory rotating weekends, holidays, and overtime)

Salary: $62,400–$65,900

Company

Staffing firm providing technical support roles for various business lines.

What you will do

• Act as first line of support, troubleshooting incidents and service requests via phone, chat, and self-service.
• Provide technical support for business applications, desktop hardware, networks, telephony, and security access management.
• Ensure positive customer experience and rapid restoration of normal services for internal and external customers.
• Enforce HIPAA and regulatory security requirements.

Requirements

• Associate’s Degree or equivalent with 2+ years end-user technical or call center experience
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint) and Windows OS
• Experience with IT Service Management ticketing like ServiceNow and Microsoft 365
• Excellent communication, interpersonal skills; ability to support users of all levels
• Support Center Analyst and ITIL Foundation certifications within first 12 months
• Flexible shifts in 24x7x365 environment with weekends, holidays, overtime

Culture & Benefits

• Major medical, dental, vision, 401k, and statutory sick pay for longer assignments.
• Reasonable accommodations for disabilities.
• Equal opportunity employer participating in E-Verify.