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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Specialist I - **Company:** PROS, Inc. - **Location:** Houston, TX, United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Macintosh Computers, Apple Mac Systems, Backup Devices, System Configuration, Information Sciences, Microsoft Office, Microsoft InTune, Computer Equipment, Information Technology, Casper Suite, Server Operating Systems & Platforms, Programming Languages - **Published:** July 11, 2026 - **Apply:** https://pros.wd5.myworkdayjobs.com/PROS_Careers/job/USA-TX-Houston-Office/Service-Desk-Specialist-I_R3585 ## About the Role 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. ## Description 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. ## Related Videos - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Hate organising your photos? 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