[Hiring] Service Desk Specialist @Brain Bubble LLC

Role Description

The Service Desk Specialist role provides Tier 1 support to clients, addressing and resolving desktop hardware, software, and peripheral issues while maintaining recurring onsite commitments to designated client(s). As a key part of the support team, this role works directly with clients to ensure efficient and effective problem resolution.

• Collaborates closely with the Service Desk Team Lead and other team members supporting tactical and operational needs specific to each client environment.
• Essential for maintaining high levels of client satisfaction by delivering effective solutions, clear communication, and setting reasonable expectations.

Responsibilities and Duties

• Provide direct, Tier 1 support to clients, addressing and resolving desktop, application, and peripheral issues in a timely manner.
• Build and maintain strong client relationships, ensuring a thorough understanding of each client's environment and requirements.
• Manage client IT systems in line with service level agreements (SLAs) and standard operating procedures (SOPs).
• Update and maintain customer documentation to support consistent, high-quality service.
• Track and update support tickets in real-time within Network Coverage's ticketing system.
• Maintain a daily 80% billable rate while managing onsite tickets and providing remote assistance as required.
• Perform additional tasks and responsibilities as directed by the Service Desk Team Lead or Service Desk Manager to meet NetCov's operational objectives.
• Maintain clear and professional communication with clients, setting expectations and providing updates on ticket progress.
• Identify opportunities to enhance service efficiency, implement best practices and process improvements where possible.
• Respond to customer inquiries and complaints promptly and professionally, addressing issues whenever feasible.
• Stay informed on industry advancements and continuously enhance technical skills to improve support quality.

Qualifications

• Foundational understanding of IT infrastructures, including client/server models, Windows and Mac OS, network protocols, virtualization, and endpoint security.
• Proficiency with Microsoft client operating systems, Active Directory, DNS, DHCP, Exchange/Office 365, and core desktop applications.
• Familiarity with LAN/WAN connectivity, firewalls, and wireless network solutions.

Soft Skills

• Experience with troubleshooting tools and techniques for endpoint and peripheral devices.
• Strong organizational skills with the ability to prioritize tasks effectively in line with client needs and SLAs.
• Excellent verbal and written communication abilities for effectively explaining technical issues to non-technical stakeholders.
• Active listening skills to fully understand and address client issues.
• High attention to detail for accurate documentation and record-keeping.

Certifications (Optional)

• Associate's Degree in Information Technology, Computer Science, Network Administration, or a related field (or equivalent work experience).
• 1-3 years of relevant IT support experience, particularly in roles involving client interaction and hands-on troubleshooting.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft MCP, Cisco CCNA) are desirable.

Good to Have

• Experience with the US IT industry or US client support.

Benefits

• 13th Month Pay
• Competitive Salary (USD Based)
• Permanent WFH
• Professional Growth and Training
• Supportive Work Environment