Assistant Service Desk Specialist 1

Associate Service Desk Specialist is responsible for managing the Tier 1 service desk queue, coordinating endpoint deployments, and supporting the lifecycle management of corporate mobile devices. This role serves as the primary owner of ticket intake, prioritization, and assignment to ensure Service Level Objectives (SLOs) are achieved while providing exceptional customer service.
The ideal candidate is highly organized, customer-focused, and experienced with workstation provisioning, device inventory management, and mobile device support. This position acts as the central point of coordination between end users, technical support teams, and vendors.

Key Responsibilities

Service Desk Queue Management

• Monitor and manage incoming incidents and service requests through phone, email, chat, and service portal channels.
• Prioritize, categorize, and assign tickets according to established service management processes and SLOs.
• Ensure all incidents and requests are properly documented, tracked, and updated throughout the resolution process.
• Escalate tickets to appropriate support teams when necessary, ensuring complete and accurate documentation.
• Monitor queue performance and identify opportunities to improve response times and service quality.
• Provide regular communication and status updates to customers regarding open requests.
• Identify recurring issues and communicate trends to IT leadership.

Computer Deployment & Lifecycle Management

• Prepare, configure, deploy, and replace laptop computers for new hires and existing employees.
• Image and provision devices using enterprise deployment and endpoint management tools.
• Coordinate hardware refresh programs and equipment replacements.
• Maintain accurate inventory records for computers, peripherals, and assigned assets.
• Complete equipment setup, delivery, collection, and redeployment activities.
• Ensure deployed systems meet company security and compliance requirements.
• Support software installation and standard application deployments.

Mobile Device Administration

• Provision, deploy, and support corporate mobile devices, including smartphones and tablets.
• Manage device enrollment, configuration, and troubleshooting through Mobile Device Management (MDM) platforms.
• Support mobile applications, authentication methods, and connectivity issues.

Customer Support

• Provide first-level support for common hardware, software, and mobility-related issues.
• Deliver both remote and in-person support when required.
• Create and maintain knowledge base articles, FAQs, and end-user documentation.
• Promote excellent customer service and manage customer expectations throughout the support process.
• Assist with onboarding and offboarding activities, including device preparation and recovery.
• Assist with on-call after hours support.

Required Qualifications

Education & Certifications

• Associate degree in Information Technology, Computer Science, or related field; equivalent experience will be considered.
• CompTIA A+ certification preferred.
• Valid driver's license.

Technical Experience

• 0-1 years of experience in a Service Desk, Help Desk, or Endpoint Support role.
• Experience deploying and supporting Windows 11 devices.
• Experience with Microsoft 365 applications, including Outlook, Teams, and OneDrive.
• Experience with endpoint management platforms such as Microsoft Intune, Autopilot, or similar tools.
• Experience supporting and managing mobile devices in an enterprise environment.
• Familiarity with IT service management practices and ticketing systems.
• Basic understanding of hardware troubleshooting and device lifecycle management.

Skills & Competencies

• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Strong customer service and relationship-building abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Attention to detail and commitment to follow-through.
• Ability to work independently and as part of a team.
• Strong documentation and process adherence skills.

Working Conditions

• 40-hour work week with hybrid work options.
• Regular lifting and transportation of laptops, desktops, monitors, and peripherals.
• Occasional travel to regional office locations.
• Periodic after-hours support for deployment activities and new hire onboarding.

General Characteristics

• Continues to apply technical knowledge to assist internal employees with computer problems.
• Continues to demonstrate foundational proficiency in the areas of troubleshooting and support, problem solving and decision making, communication and interpersonal effectiveness, and teamwork and collaboration.

Minimum Years of Experience

• 1 to 2 Years of Experience

Education

• Bachelor's degree in Computer Science or Information Technology or Management Information Systems or related field preferred

Certification/Licensure

• CompTIA A+
• Driver’s License required

Technical Responsibilities

• Coordinates investigations to resolve information system issues.
• Conducts research to understand, explain and resolve technology issues.
• Communicates updates to employees that have been or may be affected by a problem.
• Follows up with employees after problems have been resolved.
• Utilizes service desk tracking software to present recommendations and improvements for employee systems.
• Initiates onboarding procedures for new employees into the system.
• Ensures response times are quick and effective to appropriately resolve requests.
• Coordinates referrals to technical, professional, or service personnel depending on the repair, training, service or software issue.

Project and Task Management

• Responsible for personal task management and adherence to deadlines and scope.
• Works as part of a team and coordinates work with others.

Management Responsibility

• Close supervision on all work assignments.
• No managerial responsibilities at this level.

Communication Skills

• Possesses essential oral and written communication skills.
• Identifies and acknowledges principles of teamwork and leadership.
• Interacts primarily with internal team members.

Why GAI?   

GAI offers skilled professionals like you an exceptional place to work, grow, lead, and achieve. Explore an array of opportunities in locations across the U.S. and join accomplished colleagues in tackling challenging projects for a range of markets. Enjoy work location and scheduling flexibility; your choice of comprehensive, personalized benefits; a range of employee wellness programs and discounts; and more. Feel good about being part of a collaborative team that’s committed to supporting the communities we serve. Join GAI and distinguish yourself in a company poised for unlimited growth.   

Benefits To Working at GAI Include:   

Competitive Pay & Recognition 

• Market based, competitive compensation 
• Performance driven recognition and development bonuses 

Comprehensive Health & Wellness 

• Medical, dental, and vision plans 
• Company paid short-term and long-term disability 
• Company paid life insurance 
• Employee Assistance Program and wellness resources 

Meaningful Work–Life Balance 

• Generous paid time off + 7 paid holidays 
• An additional floating holiday—use it for what matters to you 
• Paid maternity, paternity, and adoption leave 

Growth, Learning& Financial Security 

• 401(k) with company match 
• Tuition reimbursement 
• Support and rewards for professional development and certifications