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IT Service Desk Specialist

We are currently seeking a remote Service Desk Technician to support a dynamic and rapidly growing environment. As a detail-oriented professional who is fanatical about building and supporting industry leading solutions, you take pride in your work and share your knowledge openly and enthusiastically. You possess exceptional communication and interpersonal skills. and, just like us, you put a premium on collaboration, inclusion, imagination, and dedication.
The successful candidate will have the ability and desire to: Engage with our partners to develop new solutions for the management of our client environments using the latest proven technologies; Continuously review and improve the security posture of all applicable environments; Thoroughly document solutions and workflows; Work with leadership to establish formal processes and controls; Supervise and mentor junior team members; Work closely with our developers to ensure the consistent delivery of industry leading application management solutions; Add to and encourage a positive and motivated culture throughout the organization.

Job Duties

This position will be a remote Service Desk role, functioning as part of a larger team to provide front line support for Service Desk operations. Off-hours and weekend work are not typical but are occasionally required based on need. Daily responsibilities include, but are not limited to:

  • Receiving and processing user support requests for all Service Catalog items
  • Provisioning and de-provisioning of IT resources and accounts
  • Logging of end user requests, providing first contact resolution of issues when possible. Escalation of issues when required.
  • Management of permissions across all IT systems as appropriate
  • Driving continual improvement in IT Service Management
  • Documentation of configurations, processes, and procedures
  • Communicating clearly and concisely to customers, management, and key stakeholders
  • Advising on the best use of Service Catalog offerings
  • Monitoring and escalating performance issues
  • Participating in the Major Incident Management process
  • Interfacing with and transitioning to 3rd party vendors as appropriate
  • Participating as part of a team in the development of related technology and services roadmaps
  • Participating in development initiatives to improve operational performance
  • Executing against defined projects and reporting on their progress
  • Training and mentoring new team members
  • Continuous collaboration with cross functional teams
  • Developing professional and courteous relationships with end users and key stakeholders
  • Working in an environment where engineering successful outcomes is the order of the day. Every day.

Qualifications & Requirements

  • Bachelor of Science in Computer Science, Engineering, Applied Sciences, or equivalent (~5 years) of relevant work experience and/or…
  • 5+ years of hands-on Service Desk support
  • Strong background in Microsoft technologies (MCP level), with preference to MS365 hands on administration of SharePoint, Exchange, Azure AD
  • Clear communication skills, both verbal and written
  • Development and documentation of automated processes and procedures
  • ServiceNow or an equivalent ITSM platform (from a Service Desk perspective)
  • Experience with remote support of desktops through tools such as Bomgar, Microsoft Quick Assist, or similar technologies
  • Experience with virus/malware response and removal procedures
  • Extreme customer focus and follow through
  • Well-developed analytical and critical thinking skills
  • Strong ownership bias
  • Deadline and detail-oriented is a hard requirement
  • ITIL Foundational or higher certification is a plus
  • Position is 100% remote, so a reliable internet access is necessary

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