Service Desk Specialist

Job Title : Service Desk Specialist

Department : IT

Reports To : Service Desk & IT Retail Field Manager

Location : Matawan, NJ (On-site)

("US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.")

Summary :

The Service Desk Specialist provides timely phone support and executes IT-related tasks to support overall business operations. This role requires strong technical troubleshooting skills, excellent customer service, and the ability to work flexible shifts, including evenings and weekends. Bilingual fluency in English and Spanish is required.

Key Responsibilities :

• Handle incoming service desk calls professionally and efficiently
• Achieve 85% resolution rate for inbound incidents and requests
• Track, assign, and escalate tickets using ServiceNow
• Follow up on open tickets to ensure timely resolution
• Create and manage user accounts and permissions in a multi-platform environment
• Troubleshoot hardware, software, networking, and general IT issues
• Provide how-to support for applications and tools
• Escalate unresolved issues to internal teams or third-party vendors
• Monitor third-party portals for proactive issue tracking
• Support IT rollouts, upgrades, and ongoing projects
• Maintain and update internal process documentation
• Assist with desktop support and administrative IT tasks
• Participate in after-hours on-call rotation

Qualifications : Education :

Skills & Experience :

A reasonable, good faith estimate of the minimum and maximum annual salary will be $58,000 $60,000 for this position with full benefits.