Detail-Driven IT Service Desk Specialist Wanted to Deliver Legendary Support

The Service Desk Specialist is responsible for providing timely, first-level triage, troubleshooting, and resolution of incoming technical support requests via phone calls and emails. They are responsible for supporting Office 365 account management, Active Directory account management, application installs, and general desktop troubleshooting, while providing legendary customer service and adhering to Customer Service, Service Level Agreement (SLA), and First Response goals., * Ticket Management: Receive, prioritize, and document customer support requests from chats, emails, phone calls, and in-person ensuring tickets are coded and triaged to company standards.

• Technical Support: Provide level 1 remote support and resolution of end users' tickets by leveraging existing and new tools including but not limited to ConnectWise RMM, Datto platforms, SentinelOne, and Acronis; escalate complex or out-of-scope Incidents and Service Requests to appropriate service groups as necessary.
• Knowledge Management: Participate in the creation and updating of Knowledge Base articles in IT Glue; ensure documentation is kept up to date.
• On-Call: Perform on-call duties - when applicable - as outlined in the On-Call SOP, including but not limited to answering after hours calls, resolving after hours tickets, and reviewing and responding to service alerts.
• Project Support: Participate in service delivery support of on-boarding's, projects, and other special tasks as assigned.

Primary Objectives:

• Provide timely first-level support for customer technical support requests.
• Achieve Service Desk goals for First Response, First Contact Resolutions, Customer Satisfaction, and SLAs as defined by Service Level Objectives.
• Maintain regular communication with customers throughout the support request process.
• Follow operational policies, processes, and procedures as they pertain to the Service Desk and company.
• Be mindful of opportunities to improve service delivery and resolutions; provide feedback and recommendations to supervisors for improvements.

Do you have experience in Operating systems?, Do you have a High school diploma or GED?, We are seeking an IT Service Desk Specialist to join our Managed Services (MS) Team. Our Service Desk Specialists play an important role in our organization by providing first contact technology support for our Managed Services clients. A broad understanding of Microsoft Operating Systems and Office Suite troubleshooting - along with great customer service and communication skills - are essential to this position.

Who you are: The ideal candidate is a customer-focused troubleshooter with a passion for clear communication, structured problem-solving, and delivering fast, accurate resolutions. You take initiative, stay organized, and thrive in an environment where independent work and attention to detail directly impact customer satisfaction., * High school diploma or GED required; 1+ year of IT support experience or equivalent training. Some college preferred.

• CompTIA A+, Network+, Security+ or Microsoft Fundamentals certifications preferred (or ability to obtain within required timeframe).
• Strong attention to detail, professionalism, and adherence to ethical standards.
• Excellent customer service, communication, and teamwork skills.
• Ability to prioritize tasks, follow procedures, and maintain accurate documentation.
• Demonstrated initiative, reliability, and willingness to learn and improve processes.
• Strong problem-solving skills with the ability to work independently and handle interruptions effectively.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook); experience with Microsoft Access or E-automate a plus.
• Ability to read and write basic business correspondence and communicate effectively with customers and team members.
• Basic math skills, including working with percentages, ratios, and whole number calculations.
• Ability to follow written, verbal, and diagram instructions and resolve routine problems using sound judgment.
• Must be able to sit for extended periods, communicate clearly, perform light lifting (up to 10 lbs), and maintain close-range vision for computer work.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, * A culture driven by our core values focused on honesty, integrity, giving back to the community, and enjoying what you do!
• A fast-paced growth industry focused on office technology.
• Access to local leadership.
• Volunteer Paid Time Off to give back to charitable and community organizations that matter to you.
• Opportunities for professional growth and development.
• Friendly and inclusive work environment that values teamwork, feedback, and collaboration.

Also, a complete benefit package that includes:

• Medical
• Dental
• Vision
• Life Insurance
• Accidental death and disability insurance
• Short- and long-term disability insurance
• 401K (with company match)

Learn more about Knight Office Solutions here.

Knight Office Solutions (KOS) is an independent technology dealer representing some of the best names in imaging, workflow, and IT. KOS has been voted as a Top Place to Work in San Antonio for 12 straight years. Our mission is to help our customers reach their goals by providing client-focused technology solutions supported by a culture of service excellence and a commitment to doing the right thing.