Helpdesk Support Specialist
About the role
We are seeking a customer-focused Tier 1 Service Desk Analyst to join our managed services support team. This role will serve as the first point of contact for end users and will provide technical assistance through phone, email, chat, and ticketing channels. The analyst will troubleshoot common technical issues, document all interactions in the ticketing system, follow customer-specific processes, and escalate complex issues when required. The ideal candidate has strong communication skills, a customer-first mindset, basic technical troubleshooting ability, and the discipline to follow structured processes in a high-volume service desk environment.
Responsibilities
- Serve as first point of contact for end users
- Provide technical assistance through phone, email, chat, and ticketing channels
- Troubleshoot common technical issues
- Document all interactions in the ticketing system
- Follow customer-specific processes
- Escalate complex issues when required
Qualifications
- Strong communication skills
- Customer-first mindset
- Basic technical troubleshooting ability
- Discipline to follow structured processes in a high-volume service desk environment
Skills
- ServiceNow or other ITSM platform experience
- Active Directory support
- Password reset/account unlock experience
- VPN troubleshooting
- Remote desktop support tools
- ITIL understanding
- CompTIA A+ or Microsoft certification
Pay
The pay range for this position is $18.00 - $19.00/hr.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Schedule
This is a hybrid position in Catonsville, MD.
This response is AI-generated, for reference only.