Provide customer end user technical support via phone, email, chat, and self-service portals
Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications
Assist end users with password resets, account unlocks, and access requests
Provide remote assistance when applicable
Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
Escalate complex issues to higher-level support teams when necessary
Adhere to service level agreements (SLAs) and meet performance targets
Utilize the internal knowledge base to resolve common issues and improve efficiency
Drive customer satisfaction through proactive communication and first call resolution
Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude
Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps

2+ years of service desk experience in an MSP environment
Excellent verbal and written communication skills
Strong interpersonal skills
Excellent problem-solving and analytical skills
Customer-centric approach with a focus on service excellence
Ability to work effectively under pressure and manage multiple priorities
Continuous improvement mindset
Incident and request management experience
Must be a team player and collaborative
Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365
MAC OS knowledge would be a plus, but not a hard requirement
Familiarity with IT Service Management concepts, practices, and procedures
Strong ITIL knowledge or certification preferred
Technical Certifications: CompTIA, A+, MSCE are a plus
Experience using ServiceNow ticketing system is preferred
Experience using remote assistance tools
Excellent time management skills
A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field
Strong technical background
Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
Native-level Spanish skills is a plus.

Enterprise Service Desk Support Specialist

Key skills