IT Services Specialist I

We need to output HTML fragment with sections: About the role? Actually we have sections: Company Overview, What We’re Looking For, What You’ll Do, What You’ll Need to Succeed, Things That Would be Great..., We’ll also need you to:, Work Environment, Additional Information (but we need to filter out boilerplate like EEO etc). We need to use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). However we can adapt headings to match content: "About the role" could be "Company Overview" or "What We’re Looking For"? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It suggests we should use those headings if applicable. But we can also use other headings? It says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Likely they expect we use those exact headings when we have content. However we have content like "Company Overview", "What We’re Looking For", "What You’ll Do", "What You’ll Need to Succeed", "Things That Would be Great if You Brought to the Table", "We’ll also need you to:", "Work Environment", "Additional Information". We need to map to appropriate headings: maybe "About the role" for Company Overview + What We’re Looking For? Or we could keep the original headings but they said use those examples; not strict that we must use only those. Safer to use those headings where applicable: About the role (company overview + what we’re looking for), Responsibilities (What You’ll Do), Requirements (What You’ll Need to Succeed), Skills (Things That Would be Great...), Benefits (benefits mentioned), Pay (Base Pay Range), Schedule (hybrid schedule, varied shifts). Also we have Work Environment maybe could be part of About the role? But we can include as a separate section if we have content; but they said prefer few substantive sections over many thin ones. So we can combine Work Environment into About the role or Responsibilities? Probably better to keep About the role includes company overview and work environment. But we have specific schedule info: varied shifts, hybrid schedule at least 4 days in office, work across 3 AZ locations, US Citizen requirement. That could go under Schedule (maybe also Requirements). Pay section: Base Pay Range $60k-$75k, plus stock, bonus. Benefits: medical, dental, vision, 401k, PTO, paid holidays, parental leave, discounts. We must not include boilerplate like EEO, equal opportunity, scam warning, navigation, cookie, legal, duplicated lines, application instructions. Also we should not repeat job title as heading. No Job ID/requisition numbers. We need to preserve all substantive information. So we need to include details from each bullet. Let's extract content: Company Overview: Iridium is an award-winning satellite communications company operating the world's only truly global voice and data network, delivering reliable connectivity anywhere on Earth. For more than 20 years, Iridium has powered mission-critical communications for governments, businesses, aviation, maritime, and the rapidly expanding Internet of Things. Now part of Iridium, Aireon is the world’s only space-based air traffic surveillance system, providing real-time visibility of aircraft over oceans, the poles, and remote regions. Together, Iridium and Aireon are helping build a safer, more connected, and more efficient future for global aviation. Join our team and help shape how the world stays connected. We foster a collaborative, inclusive culture where employees are empowered to innovate, grow professionally, and make a meaningful impact. What We’re Looking For: Iridium is seeking a customer-obsessed Service Specialist I to serve as the primary point of contact for all incoming incidents and service requests. In this role, you will provide daily support of end user requests and issues, assist with providing level I troubleshooting and remediation support for the Iridium IT Service Desk, and work in cooperation with System Administrators, Network Engineering, and Technical Operation teams to provide secure LAN and WAN connectivity for systems and end users. In this role, you will work on a small team, so if you are passionate about being a team player and assisting others, we’d like to talk to you! What You’ll Do: list bullet points. What You’ll Need to Succeed: list bullet points. Things That Would be Great if You Brought to the Table: list bullet points. We’ll also need you to: list bullet points (varied shifts, lift up to 40 lbs, hybrid schedule at least 4 days per week in office, work across 3 AZ locations, US Citizen). Work Environment: description. Additional Information: includes base pay range, benefits, EEO etc. We need to extract pay and benefits, and discard EEO. Base Pay Range: $60,000 - $75,000 USD Actual compensation will be determined based on a variety of factors and this range represents an estimate of compensation at the time of posting. Base salary is only one part of our compensation package for this role. You may also be eligible for company stock and annual bonus. Employee benefits also include medical, dental, and vision insurance coverage; 401(k) retirement plan options; paid time off and paid holidays; paid parental leave; and other discounts and perks. We need to include Pay section with that info. Benefits section with medical, dental, vision, 401k, PTO, paid holidays, parental leave, discounts/perks, stock, bonus maybe also part of compensation but could be in Pay. Schedule section: varied shifts or limited off-hours to support maintenance windows as needed; hybrid schedule that includes at least 4 days per week in office; work across our 3 AZ locations in Tempe and Chandler; maybe also US Citizen (but that's a requirement, not schedule). Could put US Citizen under Requirements. We need to avoid filler like "commensurate with experience". Not present. We need to output only HTML fragment, no markdown fences. We'll structure:

About the role

Company overview paragraph + What We’re Looking For paragraph combined? Could be two paragraphs.

Responsibilities

• ...

Requirements

• ...

(includes high school diploma/GED, customer service mindset, prioritization, experience Windows/O365, familiarity with ticketing systems, basic AD/networking, ITIL Foundation within 6 months, adaptability, etc.)

Skills

• ...

(HDI SCA, CompTIA A+, Network+, Security+, experience with ServiceNow, AD, SCCM/ConfigMgr, Intune/MDM, exposure to SOP creation)

Schedule

• Work varied shifts or limited off-hours to support maintenance windows as needed
• Hybrid schedule: at least 4 days per week in office
• Work across three Arizona locations (Tempe and Chandler)

Maybe also include US Citizen under Requirements.

Pay

Base pay range: $60,000 - $75,000 USD; compensation may include company stock and annual bonus.

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan options
• Paid time off and paid holidays
• Paid parental leave
• Other discounts and perks

We might also include Work Environment as part of About the role or separate? Could add a brief paragraph under About the role after company overview. Let's craft About the role: combine company overview and What We’re Looking For. Paragraph 1: Company overview. Paragraph 2: What We’re Looking For description. We should not repeat job title as heading; we aren't. Now ensure we preserve all substantive information: Did we miss anything? Let's check. From Company Overview: all sentences included. What We’re Looking For: we included as paragraph. What You’ll Do: we need to capture each bullet. List them: - Serve as the primary contact for the Service Desk call queue (phone, chat, email); log, categorize, and own incidents and requests in the ticketing system - Maintain a high focus on First Call Resolution by using existing knowledge articles, SOPs, and troubleshooting guides; propose updates and new articles when gaps are found - Adhere to Response SLAs and prioritize workload by impact and urgency; maintain performance during outages and high-volume periods - Fulfill basic requests such as password resets, account unlocks, access changes, device setup, and application support following established procedures - Troubleshoot common end-user issues (Windows, Office 365/Teams, VPN/MFA, printers, connectivity); triage and escalate to Level 2/3 per escalation paths when needed - Document all actions, diagnostics, and resolution details thoroughly to enable trend analysis and self-service; use accurate categorization and closure codes - Communicate proactively with users about status, next steps, and expectations; follow through to closure and confirm user satisfaction - Support onboarding and offboarding tasks (accounts, email, phones, equipment distribution/collection) and keep CMDB/asset records up to date - Contribute to continuous improvement by identifying recurring issues, suggesting service improvements, and participating in sharing knowledge with the team We need to include all. What You’ll Need to Succeed bullets: - A high school diploma or GED - Strong customer service mindset with excellent written and verbal communication skills - Ability to prioritize effectively, manage time, and perform under stress in a fast-paced environment - Experience providing in-person or remote support for Windows desktop environments and Office 365 applications - Familiarity with ticketing systems (e.g., ServiceNow) and disciplined documentation practices - Basic understanding of Active Directory concepts (accounts, groups), networking fundamentals (TCP/IP, DNS, DHCP, VPN), and endpoint peripherals - Knowledge of ITIL best practices; ITIL Foundation within 6 months of hire - Adaptability, curiosity, and eagerness to learn; ability to collaborate on a geographically distributed team Things That Would be Great if You Brought to the Table: - HDI Support Center Analyst (SCA), CompTIA A+, Network+, or Security+ - Experience with common enterprise tools (ServiceNow, Active Directory, SCCM/ConfigMgr, Intune/MDM) - Exposure to / experience with SOP creation We’ll also need you to: - Work varied shifts or limited off-hours to support maintenance windows as needed - Lift up to 40 lbs and occasionally crawl under desks to access cabling or equipment - Be able to work a hybrid schedule that includes at least 4 days per week in office - Be able to work across our 3 AZ locations in Tempe and Chandler - Be a US Citizen Work Environment: paragraph. Additional Information: we extracted pay and benefits; we omitted EEO. Now we need to ensure we don't include any boilerplate like "Additional Information This job description outlines the general nature and level of work for this role and is not a comprehensive list of duties, responsibilities, or qualifications. Employees may be assigned additional responsibilities as needed." That's boilerplate; we should drop it. Now we need to decide where to put the lifting requirement and crawling under desks. That's a physical requirement; could be under Requirements or maybe under Schedule? It's not schedule. Could be under Requirements as a physical ability. We'll add to Requirements list. US Citizen also a requirement. Thus Requirements list will include: high school diploma/GED, customer service mindset, prioritization, experience Windows/O365, familiarity with ticketing systems, basic AD/networking, ITIL Foundation within