Enterprise Service Desk Support Specialist

About the role

As a Support Specialist, ESD you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat. You will utilize and contribute to the internal knowledge base to resolve common issues efficiently and escalate complex issues to higher-level support when necessary. Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a "white glove" customer experience.

Responsibilities

• Provide customer end user technical support via phone, email, chat, and self-service portals
• Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications
• Aid end users with password resets, account unlocks, and access requests
• Provide remote assistance when applicable
• Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
• Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
• Escalate complex issues to higher-level support teams when necessary
• Adhere to service level agreements (SLAs) and meet performance targets
• Utilize the internal knowledge base to resolve common issues and improve efficiency
• Drive customer satisfaction through proactive communication and first call resolution
• Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude
• Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps

Requirements

• 2+ years of service desk experience in an MSP environment
• Excellent verbal and written communication skills
• Strong interpersonal skills
• Excellent problem-solving and analytical skills
• Customer-centric approach with a focus on service excellence
• Ability to work effectively under pressure and manage multiple priorities
• Continuous improvement mindset
• Incident and request management experience
• Must be a team player and collaborative
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365. MAC OS knowledge would be a plus, but not a hard requirement
• Familiarity with IT Service Management concepts, practices, and procedures
• Strong ITIL knowledge or certification preferred
• Technical Certifications: CompTIA, A+, MSCE are a plus
• Experience using ServiceNow ticketing system is preferred
• Experience using remote assistance tools
• Strong time management skills
• A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field
• Strong technical background
• Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
• Native-level Spanish skills is a plus

Qualifications

• Must have a bachelor’s degree or equivalent in Computer Science, Information Systems, or related field
• Must have a strong technical background
• Must be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
• Must have native-level Spanish skills if applicable

Benefits

We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible Paid Time Off. XTIUM is an equal opportunity employer.

Pay

The salary range for this position is $20/hr - $24/hr. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies, experience, and location.

Schedule

The shift timing for this position will be 12:00am EST - 9:00am EST.