Service Desk Specialist

A Service Desk Specialist typically provides first-line IT support to employees or customers, troubleshooting technical issues and ensuring requests are resolved efficiently.

Service Desk Specialist - Job Description

Position Summary

The Service Desk Specialist is responsible for providing technical support to users, resolving hardware and software issues, managing service requests, and maintaining a high level of customer satisfaction. This role serves as the first point of contact for IT-related problems and works closely with other IT teams to escalate and resolve complex issues.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, network, account, and access issues.
• Create, update, prioritize, and close support tickets in the IT service management system.
• Troubleshoot Windows, Microsoft 365, printers, mobile devices, applications, and basic network connectivity.
• Set up and configure computers, user accounts, peripherals, and software.
• Assist users with password resets, account access, MFA, and security-related requests.
• Escalate complex or unresolved issues to appropriate Tier 2/Tier 3 teams.
• Follow IT policies, procedures, security standards, and service-level agreements (SLAs).
• Document troubleshooting steps, resolutions, and knowledge-base articles.
• Monitor recurring issues and identify opportunities to improve IT services.
• Provide professional, timely, and customer-focused support.
• Assist with onboarding and offboarding employees, including equipment and account provisioning.

Required Qualifications

• High school diploma or equivalent; associate or bachelor's degree in IT or a related field is a plus.
• 1-3 years of experience in a service desk, help desk, desktop support, or IT support role.
• Strong troubleshooting and problem-solving skills.
• Working knowledge of Windows, Microsoft 365, Active Directory/Entra ID, and basic networking.
• Experience with ticketing/ITSM systems.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple support requests and work effectively under pressure.
• Strong customer-service mindset.

Preferred Certifications

• CompTIA A+
• ITIL Foundation
• Microsoft certifications
• CompTIA Network+ or Security+

Typical Skills

• Technical troubleshooting
• Customer service
• Incident and request management
• Active Directory/Entra ID
• Microsoft 365
• Hardware and software support
• Networking fundamentals
• Ticket documentation
• Remote support
• Problem solving
• Communication and teamwork

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.