Service Desk Specialist

Job Summary

The Service Desk Specialist –

Regional Support role is primarily responsible for providing first level technical support to end users through the Service Desk, while also serving as the onsite deskside support for the Richmond regional office. This position is 50% Service Desk focused and 50% deskside support, ensuring consistent user experience, timely incident resolution, and local hands-on support. The position requires strong customer service skills, technical troubleshooting ability, and collaboration with internal IT teams to ensure timely incident resolution and a positive end-user experience.

Key Responsibilities

Service Desk Specialist Responsibilities -

·      Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system.

·      Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.

·      Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow).

·      Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures.

·      Resolve tickets using published Knowledge Base (KB) articles and documented processes.

·      Escalate incidents to higher-level support teams when necessary, following defined escalation procedures.

·      Adhere to Service Level Agreements (SLAs) for response and resolution times.

·      Act as a trigger for critical incident management by notifying appropriate technical and incident management teams.

·      Coordinate with technical teams to provide timely and accurate updates to users until resolution.

·      Participate in knowledge base creation, updates, and continuous improvement activities.

·      Identify recurring issues and communicate trends or operational challenges to leadership.

·      Maintain a high level of customer service and professionalism in all interactions.

Office Support Responsibilities

·      Provide on-site support for the Richmond regional office as needed.

·      Perform break/fix support for end-user hardware and peripherals, including desktops, laptops, monitors, printers, and phones.

·      Assist with setup, configuration, and deployment of PCs, printers, and workplace technology.

·      Support endpoint telephony devices, including desk phones, conference room equipment, mobile devices, and hotspots.

·      Perform MACD activities (Moves, Adds, Changes, and Decommissions) for local hardware and software.

·      Provide white-glove support for VIP and executive users, demonstrating strong professionalism, discretion, urgency, and the ability to deliver a high-touch office support experience.

·      Act as the local workplace technology liaison for the Richmond office.

·      Support local IT projects, office initiatives, and technology refreshes as required.

·      Coordinate with vendors or infrastructure teams when on-site escalation is needed.

·      Ensure office support activities are properly documented in the ticketing system.

·      Maintain responsibility for local office asset management, including tracking, documenting, and coordinating IT equipment inventory for the Richmond office.

Required Qualifications

·      2–3 years of university level education or equivalent professional IT experience.

·      2–3 years of experience working in a corporate IT environment.

·      Strong understanding of IT Service Management principles (ITIL preferred).

·      Ability to troubleshoot common end-user technology issues related to:

o Windows operating systems

o Microsoft Office / Outlook

o Hardware and peripherals

o Basic networking and connectivity

o User access and account issues

·      Excellent verbal and written communication skills.

·      Strong customer service mindset with the ability to support users both remotely and in person.

·      Ability to manage multiple incidents and priorities simultaneously.

·      Professional, collaborative, and team-oriented approach.

   Preferred Qualifications

·      Previous Service Desk experience supporting a corporate or enterprise environment.

·      Some hands-on deskside or field support experience.

·      Associate’s or Bachelor’s degree in Computer Science or related field.

·      IT certifications such as A , Network , Security , Microsoft certifications, or similar.

    Work Environment and Physical Requirements

·      Primarily office-desk based with regular on-site deskside support responsibilities.

·      Ability to lift and/or move IT equipment such as desktops, monitors, and printers as needed.

    Core Competencies

•   Customer Focus
• Problem Solving
• Active Listening
• Clear Communication
• Multitasking
• Collaboration
• Organization
• Adaptability
• Attention to Detail