Service Desk Specialist

About the role

Support customer communication, contact-center support, outreach, quality, workforce, communications, and service operations, with particular attention to technical issue resolution. This role focuses on service desk specialized execution within contact center service support, ensuring every handoff shows what is complete, what is pending, and who owns the next step.

Responsibilities

• Track the Service Desk Specialist workflow by helping the team triage incoming technical issues.
• Own the Service Desk Specialist workflow by documenting symptoms and troubleshooting already attempted.
• Coordinate the Service Desk Specialist workflow by resolving supported issues using approved guidance.
• Review the Service Desk Specialist workflow by escalating unresolved incidents with complete context.
• Maintain the Service Desk Specialist workflow by keeping users informed about status and next steps.

Success means technical issue resolution is current, exceptions have owners, and another authorized teammate can continue the work without reconstructing the history.

Requirements

• Use Incident Tracking and SLA Tracking confidently in service desk specialized execution.
• Apply Technical Documentation without losing track of exceptions, owners, or deadlines.
• Document Root Cause Identification decisions clearly enough that another teammate can follow the reasoning.
• Use sound judgment around Service Desk Specialized Execution, especially when escalation is required instead of assumption.

Position Details

Full-time, associate-level role. 100% remote within the United States.

Pay

Base salary: $44,000–$66,000 per year.