IT Service Desk Specialist

The IT Service Desk Specialist is a technology professional who focuses on helping customers by delivering excellent technical support to users throughout the organization. Acting as the first point of contact for IT incidents, service requests, and access problems, this position also plays a role in enhancing service desk procedures and improving the overall user experience.

An ideal candidate should have strong skills in technical troubleshooting, clear communication abilities, and a history of effectively supporting enterprise and manufacturing IT environments with little supervision.

Responsibilities:

• Provide Tier 1 and 2 support for hardware, software, network, and applications.
• Diagnose and resolve issues with Windows, Microsoft 365, VPN, printers, mobile devices, and business applications.
• Manage ticketing system, prioritizing tasks based on urgency.
• Escalate complex problems to appropriate teams and ensure follow-up.
• Meet SLAs and document all incidents accurately.
• Manage user accounts and access in Entra, Microsoft 365, and enterprise systems.
• Support onboarding, offboarding, and transfers, including hardware and access setup.
• Handle workstation deployment, imaging, and repairs.
• Track Service Desk inventory and document assets and systems.
• Maintain knowledge base articles, SOPs, and troubleshooting guides.
• Recommend process or documentation improvements for recurring issues.
• Participate in service desk initiatives for efficiency and customer satisfaction.
• Deliver courteous technical support to users of all skill levels.
• Clearly explain technical issues in simple terms.
• Keep users updated and manage expectations throughout the support process.
• Adhere to IT security policies and best practices.
• Assist with MFA, phishing, endpoint security, and other security requests.
• Support compliance and audits as required.
• Support project activities.

• Possession of an associate or bachelor's degree in an IT-related discipline, or 3 5 years of relevant professional experience in a comparable position.
• Background supporting enterprise businesses and manufacturing environments.
• ITIL Foundation certification or demonstrable knowledge of ITIL best practices.
• Additional relevant certifications (such as CompTIA A+, Network+, or Microsoft certifications).
• Enterprise environment support experience.
• Proficient with remote and hybrid support tools.
• Knowledge of networking principles.
• Ability to lift up to 50 lbs.
• Availability for travel assignments (less than 20%).
• Ability to provide support outside business hours when required and participate in on-call rotation.

Tools and Technologies:

• Windows 11 and Microsoft 365 (Office 365)
• Microsoft Entra ID (Azure Active Directory)
• Microsoft Intune (preferred)
• VPN and remote/hybrid support tools
• Enterprise ticketing systems
• Endpoint security tools (MFA, phishing protection)

Key Competencies:

• Customer-focused approach with strong communication skills
• Detail-oriented and accountable; takes ownership of tasks
• Completes tasks urgently and accurately
• Committed to continuous improvement
• Works independently and collaboratively within teams
• Strong organizational and time management skills

MatchPoint is a fast-growing, young, energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora and more! More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil and India. Through our culture of innovation, we inspire, build, and deliver business results, from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry specific best practices and expertise. We are excited to be continuously expanding our team. If you are interested in this position, please send over your updated resume. We look forward to hearing from you!