Service Desk Specialist

The Service Desk Specialist I is the first point of contact for employee technology support at Brundage Management. This position assists employees with common IT issues involving user accounts, passwords, Microsoft 365, computers, software, printers, mobile devices, and basic network connectivity. The Specialist documents requests, provides timely updates, resolves routine issues using established procedures, and escalates more complex problems to the appropriate IT team.
Responsibilities

Receive, prioritize, track, and manage IT support requests through Freshdesk or other approved support channels.

Troubleshoot and resolve common hardware, software, account, password, MFA, and connectivity issues.

Support Microsoft 365 applications, including Outlook and Teams, as well as computers, printers, mobile devices, and other equipment.

Set up and maintain user accounts and access based on approved requests, following procedures for new hires, employee changes, and terminations.

Maintain accurate ticket documentation, hardware and software inventory, and license records.

Communicate clearly with employees regarding request status, resolution steps, and expected completion times.

Escalate complex issues to the appropriate IT team with complete troubleshooting notes.

Follow established procedures for security, identity verification, data protection, and access management.

Contribute to team knowledge sharing, training, and continuous improvement of support procedures.

Requirements
Required:

High school diploma or GED.

At least one year of experience in a help desk, desktop support, or customer-facing technical support role.

Basic troubleshooting skills for hardware, software, user accounts, and network connectivity.

Familiarity with Microsoft Windows and Microsoft 365 applications.

Strong customer service, communication, organization, and documentation skills.

Ability to follow established procedures, manage multiple requests, and recognize when issues require escalation.

Preferred:

Associate degree in Information Technology or a related field.

Experience with an IT service management (ITSM) ticketing platform, such as Freshdesk, ServiceNow, or Zendesk.

Familiarity with Active Directory or Entra ID, user access management, and MFA.

Exposure to ITIL concepts and incident prioritization.

CompTIA A+ or an equivalent entry-level IT certification.

Familiarity with remote support tools and endpoint management or security tools.