The Service Desk Specialist provides generalized information systems technical support to identify, troubleshoot, and resolve reported user issues and problems. This position is responsible for receiving, evaluating, and coordinating with applicable departments upon initial receipt of a user ticket and monitors progress until the ticket is closed out. The SD Specialist collects information to provide regular updates and information to the end users and other IT professionals assigned to the ticket. This position reports to the Service Desk Manager. This position does not have supervisory responsibilities. Responsibilities Receive, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Communicate with users to collect information about initial problem being experienced. Provide general assistance to troubleshoot routine issues through use of department policies and procedures. Escalate and route tickets throughout various IT departments as applicable for resolutions. Document and track information for tickets within the IT Service Management Software. Contribute to the creation and implementation of Standard Operation Procedures (SOPs) within the department. Participate and help to identify opportunities for improvements to practices and efficiency within the Service Desk department. Contribute to the accomplishments of the department metrics, SLAs, and goals. Provide technical solutions and support knowledge to the IT Knowledge Base and department policies. Escalate and route tickets throughout various IT departments as applicable. Requirements: High school diploma required; continuing education or relevant certifications preferred (e.g., ITIL, CompTIA). Level 3: 3-5 years of experience in technical support, IT help desk, or customer service within fast-paced environments. Proficient in using IT Service Management (ITSM) tools and cloud-based systems to resolve user issues efficiently. Proven ability to handle multiple technical concerns simultaneously while maintaining service quality and professionalism. Strong communication and interpersonal skills, effective across both virtual and in-person support channels. Demonstrated expertise in customer support, with a focus on empathy, patience, and issue resolution. Solid analytical and troubleshooting skills with a track record of identifying root causes and implementing long-term solutions. Results-driven with high attention to detail and strong commitment to service-level targets. Fluent in English (spoken and written); additional language skills are a plus. Show more Show less