Service Desk Specialist I

Reporting to the Manager of the Service Desk, the Service Desk Specialist I is responsible for delivering technical support and resolving end-user issues through in-person, hands-on assistance at the desktop level. This role serves as the first point of contact for internal technology inquiries, providing troubleshooting, diagnosis, escalation, and resolution of hardware, software, and system-related issues. The Service Desk Specialist I assist with hardware and software evaluations and may prepare incident and service desk performance reports. The Service Desk Specialist helps differentiate PROS airline solutions by providing first-class customer service and ensuring a seamless technology experience for employees and customers., * Delivers exceptional, customer-focused technical support and service.

• Microsoft Windows 11 and Apple Mac OSX support
• Serve as technical resource / escalation point for all requests / tickets.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring printers, systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• May track and analyze trends in Service Desk requests and generate statistical reports as requested.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies, * Understand core AI concepts and apply them ethically to enhance productivity, insights, and decision-making.
• Craft effective prompts to optimize the quality and relevance of AI-generated outputs.
• Explore and apply agentic AI systems, using or managing autonomous agents to streamline workflows and automate tasks.
• Leverage AI tools to boost efficiency, creativity, and innovation in their daily work.
• Stay curious and adaptable, continuously experimenting with AI-driven solutions to elevate team performance and customer impact.

We are looking for candidates who possess the combination of the following achievements, skills, and behaviors:

• Strong knowledge of computer hardware.
• Strong knowledge of desktop and server operating systems.
• Knowledge of MS Office, Current Windows and Apple Mac Operating Systems
• Prior application support experience with and knowledge of programming languages.
• Working knowledge of a range of diagnostic utilities.
• Ability to work collaboratively with peers and internal clients.
• Ability to prioritize tasks and focus on assigned projects.
• Knowledge of Conference Room AV equipment is a plus
• Working knowledge of Intune and JAMF is a plus

Highly Preferred:

• Bachelor’s Degree in computer science, information sciences, or related field
• One to two years of work experience in fast paced environment providing IT customer service/support
• Certifications in various software products considered a plus, Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, and interpret numerical data.

PROS, Inc. is the leading offer management provider to the airline industry, helping airlines deliver seamless retail experiences designed to maximize revenue and margin growth. Powered by AI, the PROS Platform enables commercial teams to align capacity with demand and coordinate pricing, merchandising and offer strategies to construct and market optimal offers in real time. By optimizing every customer interaction, PROS helps airlines improve revenue performance and quality, increase commercial agility, attract more customers and build lasting loyalty. Learn more at pros.com., PROS culture and its extraordinary people are at the core of our success. We are passionate about what we do and relentless in delivering on our promises.

Our commitment to customer success inspires us to think smarter and dream bigger, empowering airlines to achieve more than they ever imagined through intelligent offer and revenue optimization.

At PROS, we foster a culture of care, where people feel supported to grow, innovate, and bring their best selves to work-every day. From flexible ways of working to continuous learning, we empower our teams to thrive both personally and professionally.

Join PROS, a dedicated travel technology company with nearly 40 years of proven airline expertise and a long runway for future growth, now powering the future of AI-driven airline retailing. If you want to be part of something exceptional, help us shape how airlines compete, innovate, and win.

PROS Core Values

• We are Owners

We look for every opportunity to create a better PROS and a better experience for our customers - and we hold ourselves accountable.

• We are Innovators

We think creatively to find new paths to success - for our people, our customers and our business.

• We Care

We are centered on caring for the people, businesses, and communities we serve.