Provide effective technical support to clients via phone, email and RMM toolset.
Diagnose and resolve desktop application and hardware related issues.
Act as a supportive technical resource for the team, ensuring service needs are met.
Manage client IT systems and adhere to service level agreements and standard operating procedures.
Maintain a daily 85% billable rate working tickets and answering phone calls.
Monitor and optimize client systems for efficient performance, reliability and security.
Maintain clear client communication and set expectations on active support inquiries.
Identify opportunities to enhance process efficiency and implement best practices.

Associate’s degree in Information Technology, Computer Science, Network Administration or related business field.
1-3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position.
Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable.

Service Desk Specialist

Key skills