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# Help Desk Specialist- First Shift

- **Company:** MyAlly Health
- **Location:** Winchester, VA, United States
- **Salary:** $44,054.0 - $66,061.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Networking Basics, Information Technology, Servicenow
- **Published:** July 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ee3b618e257a267c

## About the Role

High school diploma or equivalent. Associate's degree in an IT field of study preferred., Prior IT and customer service experience preferred., Foundational IT knowledge (Windows, basic networking, common applications)

Strong customer service and communication skills

Ability to follow processes and learn quickly

## Description

The Help Desk Specialist serves as the first point of contact for IT support, providing courteous and timely assistance to end users via phone, email, and remote tools. This role focuses on resolving basic technical issues, documenting incidents and service requests in ServiceNow, and escalating more complex matters following established procedures. The Specialist develops foundational technical and customer service skills while learning organizational systems, policies, and workflows.

Responsibilities and Duties

Provide first-level support via phone, portal, email, and remote tools

Log, categorize, prioritize, assign and document tickets accurately in ServiceNow

Perform basic troubleshooting for hardware, software, account access, and peripherals

Meet defined SLAs and customer service standards

Participate in training and continuous learning

Handles low-to-moderate complexity incidents and requests

Follows documented procedures and knowledge articles

Escalates issues appropriately based on defined criteria


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