Service Desk Specialist

We are seeking a Service Desk Specialist. You will support end users across Windows and macOS, resolve tickets in Jira Service Management and handle requests via remote tools. You will work rotating shifts (up to 7:00 PM), focusing on fast troubleshooting, clear documentation and smooth escalations.

Responsibilities

• Provide end user support for hardware, operating system, applications and peripherals
• Triage, troubleshoot and resolve incidents and requests through the ticket queue
• Document fixes, known issues and troubleshooting steps in the knowledge base
• Escalate issues using defined incident procedures and follow through to closure
• Use remote support tools to diagnose issues and guide users to resolution
• Support desktop build, repair, backup and recovery activities when required
• Assist with software deployments and basic endpoint maintenance tasks
• Support meeting rooms, basic A/V and video conferencing setups as needed

Requirements

• Hands-on end user support experience in a Service Desk or desktop support environment
• Windows and macOS support capability including Windows 7 and Windows 10
• Desktop hardware troubleshooting skills including repair and build activities
• Experience with backup and recovery for desktop endpoints
• Experience with software deployment tools and standard installation workflows
• Ticketing system experience with Jira Service Management preferred
• Remote support tools proficiency with Dameware preferred
• Basic networking knowledge including TCP/IP, LAN, WAN, Wi‑Fi, DNS, DHCP, DFS and Group Policy Objects (GPO)

Nice to have

• Identity and access experience with Active Directory and Okta
• Familiarity with Atlassian tools including Jira and Confluence
• Automation and operations exposure such as IT Infrastructure Library (ITIL), PowerShell, Python or shell scripting