Support Desk Specialist

Job Summary

This can be a fast paced environment requiring multi-tasking as you work on tickets and receive and respond to incoming tickets. Technicians receive customer service requests via phone or email to perform remote technical support for customers’ IT networks, server, desktop & laptop systems. Technician will monitor and respond to incoming support requests via phone, email and our ticketing system. Technician is responsible to attempt resolution of any ticket and escalate tickets accordingly or contact vendors for support to complete ticket as necessary. Technician will also contribute to company’s knowledge-base to maintain customer documentation and troubleshooting steps.

Ideal Candidate

  • Strong computer hardware, software & networking skills (Primarily Windows environments)
  • Has a passion for computers and technology
  • Has a desire to help others
  • Is comfortable meeting and speaking to new people
  • Excellent listening skills
  • Works well under pressure
  • Has excellent time management and organization skills
  • Has excellent troubleshooting and problem solving for hardware and software issues
  • Resourceful for finding solutions independently for new/unknown issues or only needs minimal assistance to find a resolution
  • Can follow instructions
  • High attention to detail
  • Works well with others
  • Available Monday – Friday 8am – 5pm
  • Willing and able to work some evening and weekends

Essential Functions

  • Provide remote and onsite IT technical support to client end users with the highest quality in customer service
  • Create and process all customer service requests to resolve client issues in a timely fashion
  • Maintain knowledgebase to ensure accurate articles for efficient client troubleshooting.
  • Thoroughly document all client support services on support tickets with items such as specific steps taken to resolve issues for example updating drivers – document current version, new version installed and where driver was obtained from
  • Complete technical support projects and tasks as assigned by manager
  • Attend company meetings as required.

Knowledge & Experience

  • Minimum 3-5 years’ experience working for IT company or Managed Services Provider
  • Experience with Support Desk Ticketing systems (ConnectWise, AutoTask, Kayako, etc.)
  • Excellent problem solving skills to be able to efficiently work client troubles to resolution using your knowledge, experience, system documentation, vendor support and online resources.
  • Technology – Windows Servers, Active Directory, DHCP, DNS, FTP, VPN, TCP/IP, Remote Desktop, Terminal Services, SonicWALL, Office365, Google Apps, Domain Management, MS Office Suite, network topology, network printers, scanners, hardware and software installation, OS installation

Key Performance Indicators (KPIs)

  • Meet SLA response time of <2 hours
  • 70% of work hours to be billable time
  • Complete 80% of tickets independently
  • Complete 50% support tickets in <1 hour


To Apply for the Support Desk Specialist Position please email your resume to