Service Desk Support Specialist

• Fully Remote

• 1st or 2nd Shift

• Monday Friday

• Between 7:00 AM 11:30 PM EST

The Service Desk Specialist serves as the first line of technical support for internal and external customers. This role provides Tier 1 support for business-critical systems and applications, ensuring rapid restoration of services while delivering an excellent customer experience.

The position acts as a single point of contact for all technical incidents and service requests.

• Provide Tier 1 technical support for all business lines and related applications.

• Troubleshoot incidents and service requests via phone, chat, email, and self-service portals.

• Utilize IT Service Management (ITSM) platforms (e.g., ServiceNow/Service Desk Manager) to log, track, and resolve tickets.

• Support:

  • Business applications

  • System software

  • Desktop/PC hardware

  • Telephony systems

  • Internet and WAN networks

  • Storage networks

  • Security access management

• Ensure compliance with all regulatory and HIPAA security requirements.

• Proactively gather and validate detailed incident information for proper troubleshooting and escalation.

• Escalate complex issues to appropriate support teams when necessary.

• Manage the full lifecycle of incidents and service requests, including follow-up and closure.

• Maintain accurate documentation of all interactions within the ITSM system.

• Maintain working knowledge of organizational services and systems to provide customized support.

• Identify opportunities for continuous process improvement.

• Stay current with evolving IT technologies and service desk best practices.

• Experience in a call center or high-volume customer support environment.

• Hands-on experience with IT Service Management (ITSM) tools (e.g., ServiceNow).

• Proficiency in Microsoft 365.

• Strong troubleshooting and problem-solving skills.

• Excellent verbal and written communication skills.

• Strong customer service orientation.