IT Service Desk Specialist

We are seeking an IT Service Desk Analyst for a large manufacturing company which would be a great opportunity for someone with experience in IT support and service desk operations looking to further their career in enterprise IT.

•       Provide Tier 1 and Tier 2 technical support to employees and contractors via phone, email, and Teams, targeting 5–7 minute resolution times with a maximum of 10–12 minutes per call

•       Intake, troubleshoot, and resolve incidents and service requests including password resets, application triage, account security issues, and phishing/hacking reviews using defined support processes

•       Log, manage, and update all incidents and service requests in ServiceNow with clear, detailed documentation to support seamless ticket escalation

•       Leverage and contribute to Knowledge Base articles; apply ITIL principles to manage incidents and support continuous service improvement

•       Identify patterns and recurring issues, recommend process improvements, and perform data cleanup tasks in Excel during lower-volume periods

Essential Qualifications

•       3+ years of IT support or Service Desk experience; candidates with additional experience strongly preferred

•       Associate’s degree in Information Technology or related field, or equivalent work experience

•       Proficient with ServiceNow or a comparable ITSM platform for creating, updating, and managing incidents and service requests

•       Working knowledge of Microsoft 365 suite including Outlook, Teams, Edge, Word, and Excel; typing proficiency of 40 WPM or greater

•       Strong verbal and written communication skills with demonstrated ability to document clearly, empathize with end users, and deliver professional customer service in high-volume environments

•       Strong security awareness with the ability to identify suspicious activity, follow identity verification procedures, and protect company assets and user accounts

Bonus Qualifications

•       Experience with Taleo or other applicant tracking systems

•       ITIL Foundation certification or demonstrated application of ITIL/ITSM best practices

Why Averro?

Averro is a veteran-owned staffing and solutions firm connecting top talent with cutting-edge companies. With 20+ years of experience and industry-specialized recruiters in your corner, we’re here to propel your career forward.

Averro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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