Service Desk Specialist

We are seeking a motivated Service Desk Analyst to provide first-level technical support to end users in a fast-paced, high-volume environment. This role is responsible for troubleshooting a wide range of hardware, software, and operational issues while delivering excellent customer service via phone and chat.

Key Responsibilities

• Provide first-level support for hardware, software, and operational issues within defined service level agreements (SLAs)
• Troubleshoot and resolve issues related to systems, applications, networking, and end-user devices
• Accurately log and document all incidents in the ticketing system with clear, concise details
• Follow established escalation procedures for unresolved or complex issues
• Maintain a working knowledge of business operations to better support end users
• Meet or exceed individual and team performance metrics for quality, productivity, and service
• Deliver a high level of customer service with professionalism and a positive attitude on every interaction
• Collaborate with team members to resolve complex technical issues
• Participate in ongoing training and development initiatives
• Work a flexible schedule, including evenings, weekends, and holidays as needed

Required Qualifications

• High school diploma required; some college coursework preferred
• 1+ year of help desk, technical support, or call center experience preferred
• Basic understanding of computer systems, operating systems, and general IT concepts
• Strong problem-solving and troubleshooting skills
• Excellent verbal and written communication skills
• Ability to multitask and perform in a fast-paced environment
• Minimum typing speed of 40 words per minute

Preferred Qualifications

• Bilingual (Spanish) is a plus
• Familiarity with operational environments such as retail, hospitality, or similar industries