Service Desk Specialist

Pay: $17–$18/hour

Schedule: 12 PM – 9 PM | Off Sunday & Monday

About the Role

We are seeking a Service Desk Analyst I to provide first-level technical support to internal and external users. This role is ideal for someone early in their IT career who enjoys troubleshooting technical issues and delivering strong customer service. You will support computers, applications, and related technologies while ensuring tickets are properly documented, resolved, or escalated when needed.

This position begins with two weeks of onsite training in the Westchase area, after which the role transitions to fully remote.

Schedule

• Training: 2 weeks onsite (Monday–Friday, 9:00 AM – 5:00 PM) in Westchase
• After Training: Remote
• Shift: 12:00 PM – 9:00 PM
• Days Off: Sunday & Monday

Key Responsibilities

• Provide Tier 1 technical support via phone, email, and remote tools
• Troubleshoot issues related to computers, software, printers, and peripherals
• Create and manage tickets within the ticketing system
• Support end users with application and POS-related issues
• Escalate complex issues to higher-level support teams
• Communicate updates to users and ensure timely resolution of service requests
• Maintain documentation and follow service desk processes and SLAs

Required Qualifications

• 1+ year of technical support or help desk experience
• 1+ year of customer service experience
• Strong troubleshooting and communication skills
• Experience working with ticketing systems
• Comfortable supporting users via phone, email, and remote tools

Preferred Skills

• Experience with Active Directory / Exchange
• VPN and Remote Desktop support
• Basic knowledge of hardware and software systems
• Experience with remote support tools

Education

• High School Diploma or equivalent required
• Associate’s or Bachelor’s degree in IT, Computer Science, or related field preferred