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# Service Desk Specialist

- **Company:** The Smart
- **Location:** Minneapolis, MN, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, CompTIA Network+, Desktop Computing, Issue Tracking Systems, Networking Basics, Software Engineering, Peripherals, Information Technology, 3-tier Architectures, User Administration, User Accounts
- **Published:** September 1, 2026
- **Apply:** https://jobs.localjobnetwork.com/apply/add/88202582/1

## About the Role

* High school diploma or equivalent; associate or bachelor's degree in IT or a related field is a plus.
 * 1-3 years of experience in a service desk, help desk, desktop support, or IT support role.
 * Strong troubleshooting and problem-solving skills.
 * Working knowledge of Windows, Microsoft 365, Active Directory/Entra ID, and basic networking.
 * Experience with ticketing/ITSM systems.
 * Excellent written and verbal communication skills.
 * Ability to prioritize multiple support requests and work effectively under pressure.
 * Strong customer-service mindset.

Preferred Certifications

 * CompTIA A+
 * ITIL Foundation
 * Microsoft certifications
 * CompTIA Network+ or Security+

Typical Skills

 * Technical troubleshooting
 * Customer service
 * Incident and request management
 * Active Directory/Entra ID
 * Microsoft 365
 * Hardware and software support
 * Networking fundamentals
 * Ticket documentation
 * Remote support
 * Problem solving
 * Communication and teamwork

## Description

AService Desk Specialisttypically provides first-line IT support to employees or customers, troubleshooting technical issues and ensuring requests are resolved efficiently.
Service Desk Specialist - Job Description, The Service Desk Specialist is responsible for providing technical support to users, resolving hardware and software issues, managing service requests, and maintaining a high level of customer satisfaction. This role serves as the first point of contact for IT-related problems and works closely with other IT teams to escalate and resolve complex issues., * Provide first-level technical support via phone, email, chat, and ticketing systems.

 * Diagnose and resolve hardware, software, network, account, and access issues.
 * Create, update, prioritize, and close support tickets in the IT service management system.
 * Troubleshoot Windows, Microsoft 365, printers, mobile devices, applications, and basic network connectivity.
 * Set up and configure computers, user accounts, peripherals, and software.
 * Assist users with password resets, account access, MFA, and security-related requests.
 * Escalate complex or unresolved issues to appropriate Tier 2/Tier 3 teams.
 * Follow IT policies, procedures, security standards, and service-level agreements (SLAs).
 * Document troubleshooting steps, resolutions, and knowledge-base articles.
 * Monitor recurring issues and identify opportunities to improve IT services.
 * Provide professional, timely, and customer-focused support.
 * Assist with onboarding and offboarding employees, including equipment and account provisioning.


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