Service Desk Specialist

No h1's. Contract employment. Looking for Greencards or US Citizens only

position is remote but must be able to make it for a face to face interview. Looking for clients who can make it to NYC office when requested.

Job Overview

The Service Desk Technician is the first-level contact for end-users needing support across the Americas. This role requires a friendly, outgoing personality with excellent customer service skills and a proactive approach to resolving end-user issues. Patience and a calm, can-do attitude are equally important as technical troubleshooting skills.

Your primary responsibility will be managing the Americas support queue with timely and effective resolution of user requests. You will be the face of IT support for our users, ensuring their technology needs are met efficiently while maintaining high service standards.

Responsibilities

• Providing first-level desktop and laptop support, documenting all work, and maintaining accurate time logs in Freshservice
• Managing the Americas support queue with timely response and resolution of user requests
• Provisioning and deprovisioning company laptops while maintaining accurate inventory records in our asset management system
• Troubleshooting hardware, operating system, and application issues through multiple support channels (on-site, phone, remote, and ticket-based)
• Escalating complex issues to senior IT staff with detailed documentation and initial troubleshooting steps completed
• Supporting new hire technology setup and terminated employee equipment collection processes
• Maintaining organized inventory tracking using spreadsheets and asset management systems
• Update, categorize, comment, and escalate tickets within Freshservice as needed
• Troubleshooting basic to intermediate issues including :
• Software installation and configuration problems
• Password resets and account access issues
• Email setup and troubleshooting
• Basic network connectivity problems
• Collaborate with the IT team to achieve the highest level of efficiency and uphold IT standards
• Work with Apple and Dell support to set up repair requests
• Assist with basic Cisco conference room equipment setup and connectivity issues

Minimum Qualifications

Bonus Qualifications