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