Service Desk Operations Specialist

Overview

Job Title:
Service Desk Operations Specialist

Hourly Rate Range: $27.00 - $29.00/hour

Position Summary

The Service Desk Operations Specialist supports a Managed Service Provider (MSP) environment by delivering responsive, high-quality technical support across multiple client organizations. This role is ideal for a customer-focused, technically capable professional who thrives in a fast-paced MSP setting with diverse technologies, service levels, and client expectations.

• Provide technical support to multiple client environments via phone, email, remote tools, and ticketing systems.
• Diagnosing and resolving incidents and service requests, including moderately complex issues related to:
• Desktop and laptop systems (Windows environments)
• Microsoft 365 and business productivity tools
• User access, permissions, and authentication
• Network connectivity and VPNs.
• Triage and prioritize tickets based on urgency, business impact, and contractual SLAs.
• Resolve issues efficiently while maintaining high standards for ticket documentation and client communication.
• Escalate advanced or infrastructure-level issues to Tier 2/Tier 3 teams with clear troubleshooting notes and root-cause indicators.
• Manage the full ticket lifecycle from intake through resolution, including follow-ups and client confirmation.
• Contribute knowledge base articles and help identify recurring issues and improvement opportunities.
• Perform other duties as assigned by management.

• Strong working knowledge of Windows 10/11 troubleshooting, endpoint configuration, and common desktop/laptop issues.
• Proficiency supporting Microsoft 365/Google Workspace applications.
• Experience supporting desktop hardware, peripherals, printers, and mobile devices in a multi-client environment.
• Knowledge of identity and access management
  , including password resets, group membership, MFA troubleshooting, and permissions.
• Familiarity with Active Directory and/or Azure AD
  , including user and group administration.
• Foundational understanding of networking concepts such as TCP/IP, DNS, DHCP, VPNs, and wired/wireless connectivity.
• Experience using PSA/ITSM tools in an SLA-driven service desk environment.
• Familiarity with RMM and remote support tools
  , including alert triage and basic proactive remediation.
• Basic understanding of endpoint security and authentication
  , including antivirus/EDR alerts and conditional access concepts.
• Ability to independently resolve moderately complex technical issues.
• Excellent verbal and written communication skills.
• Strong time management and organizational abilities.
• Customer-first mindset with the ability to context-switch across multiple clients and technologies.
• Detail-oriented approach to documentation and process adherence.
• Positive attitude and collaborative team approach.

• Associate or bachelor’s degree in information technology or a related field, or equivalent hands-on experience.
• 1–3 years of experience in one or more of the following:
• CompTIA A+ certification (preferred).
• Additional IT certifications are a plus.

This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all responsibilities, duties, or skills required.

Calance is a global IT Services firm specializing in end-to-end solutions for Development, Robotic Process Automation (RPA), Business Intelligence and Data Science, Dev Ops enablement, Managed Services, Security, Construction Management Software Integration and IT Staffing.

Headquartered in Southern California with offices across US and India, our team has made a commitment to excellence for over 20+ years. At Calance, we pride ourselves on building long-lasting relationships — both with clients and with our team. This fosters a culture of trust and a commitment to creating high-quality, customer-oriented IT solutions, which is why we have seen a 90% client retention rate and successful long-term relationships with leading SMB and enterprise partners.

With decades of extensive domain knowledge in technology solutions and exceptional customer support, the Calance team shares a…