> Markdown version of [/jobs/ext/3023458-it-service-desk-specialist](https://www.wearedevelopers.com/jobs/ext/3023458-it-service-desk-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Specialist - **Company:** Corus International - **Location:** Springfield, VA, United States - **Experience:** Expert - **Salary:** $62,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Software Applications, Microsoft Office, Windows PowerShell, Queue Management Systems, Azure Active Directory, Remote Service Software, Microsoft SharePoint, Scripting, Microsoft Power Automate, Microsoft InTune, Information Technology, 3-tier Architectures - **Published:** September 21, 2026 - **Apply:** https://www.juju.com/job/16_f6189b0b1 ## About the Role * Bachelor's degree and three years relevant IT experience; or the equivalent combination of education and/or experience. * Experience in queue management, major incident communications, and stakeholder handling. * Strong knowledge of ITIL practices including Incident, Request, Problem, Change, Knowledge, Serve Catalog management). * Proficiency with standard office tools and ITSM infrastructure software. * Proficiency with service management tools (Freshservice, M365/Teams/SharePoint, Azure AD/Entra ID), endpoint management (Intune), and remote support tools. * Clear written and verbal communication skills with the ability to convey complex information clearly and effectively to both technical and non-technical audiences. * Ability to coach and influence others. * Ability to troubleshoot and resolve technical issues calmly and effectively. * Quick learner with strong retention of new information. * Skilled in managing multiple tasks and shifting priorities in a fast-paced environment. * Ability to work on call during evenings and weekends as needed. Preferred Qualifications: * Experience working in a global NGO environment preferred. * Scripting/automation basics (Power Automate, PowerShell) a plus. Physical and Mental Requirements: * The physical requirements that may be needed to execute responsibilities may include bending, standing, and walking, etc. * The mental requirements that are essential to satisfactorily executing the responsibilities outlined in this job description include, but are not limited to: learning new tasks, comprehending, and retaining information, completing tasks independently, effectively communicating verbally and in writing, demonstrating proficiency in using computer software to perform assigned tasks. ## Description The Senior IT Service Desk Specialist reports to the Service Desk Manager and is responsible for the day-to-day coordination of the Service Desk, supporting both Tier 1 and Tier 2 operations. This role ensures the delivery of reliable and customer-focused support across the organization by managing shift coverage, balancing ticket ques, and guiding service desk staff in alignment with established procedures and service standards., * Administer the day-to-day service desk tool (Freshservice), ensuring accurate categorization, CI/Asset updates, and effective use of automations (forms, workflows). * Run daily huddles, assign work during shifts, balance channels (phone, chat, portal, email), monitor SLA/OLA adherence, and escalate risks to the Service Desk Manager. * Manage incident triage, prioritization, and escalation; coordinate with Tier 2/3 staff and vendors; and support user communications for P1/P2 playbooks. * Perform QA checks (ticket hygiene, first contact resolution, communications quality), maintain and improve knowledge base and service catalog entries; and promote shift-left strategy. * Capture known errors and workarounds, contribute to problem reviews, and execute standard change tasks for end-user services in accordance with established policies and procedures. * Produce daily and weekly operational snapshots (volumes, SLA, backlog, repeat contacts) and propose improvements. * Actively resolve Tier 1, Tier 2, and Tier 3 tickets, escalating as needed to stabilize services, address coverage gaps, and support VIP or major incident workstreams. Supervisory: * This position does not supervise staff., This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities for the position. Duties, responsibilities and activities may change at any time with or without notice. All positions are required to perform any additional tasks assigned by the supervisor. Global positions that are bound by contracts will not be changed without notice and approval. ## Related Videos - [JavaScript? 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