Service Desk Support Specialist

Service Desk Support Specialist
Frisco, TX 75034
Hybrid work schedule (Monday, Wednesday & Friday onsite)
Full-Time Permanent Role
2 Openings

**No Sponsorship at this time, candidates must be able to legally work in the US without the need of sponsorship now or in the future.**

About The Role:
Our client is seeking a customer-focused Service Desk Support Specialist to join its growing Information Technology team. This is an excellent opportunity for an IT support professional who enjoys solving technical problems, delivering exceptional customer service, and supporting end users in a fast-paced enterprise environment.

The ideal candidate will have experience supporting Microsoft technologies, troubleshooting hardware and software issues, and providing both remote and deskside support. This role offers excellent career growth opportunities within a stable and expanding organization committed to investing in technology and its employees.

Position Overview:
The Service Desk Support Specialist is responsible for providing first- and second-level technical support to employees across the organization. This individual will serve as the primary point of contact for technical incidents, service requests, and end-user support while ensuring timely resolution of issues and an outstanding customer experience.

Success in this role requires strong troubleshooting skills, excellent communication, and the ability to manage multiple priorities while maintaining high service standards.

Key Responsibilities:
• Service Desk & End User Support
o Provide Level 1 and Level 2 technical support via phone, email, chat, remote support tools, and ticketing systems.
o Troubleshoot and resolve hardware, software, operating system, network, and application issues.
o Manage incidents from initial reporting through successful resolution while meeting established Service Level Agreements (SLAs).
o Deliver exceptional customer service with a focus on first-contact resolution and end-user satisfaction.
o Prioritize and manage multiple support requests in a fast-paced environment.
o Escalate complex technical issues to appropriate support teams when necessary.
o Document incidents, troubleshooting steps, and resolutions accurately within the IT Service Management (ITSM) platform.
• Microsoft Technology Support
o Provide technical support for:
Microsoft Windows 10 & Windows 11
Microsoft Office Suite
Microsoft 365
Microsoft Teams
OneDrive
Outlook
Active Directory
Azure Active Directory (Entra ID)
Remote Desktop Support
Office 365 Administration
• Hardware & Desktop Support
o Configure, deploy, and support desktop and laptop computers.
o Install software, drivers, and peripheral devices.
o Troubleshoot printers, scanners, monitors, docking stations, and other end-user equipment.
o Perform hardware diagnostics and coordinate repairs or replacements.
o Support workstation imaging, deployments, and upgrades.
o Assist with conference room technology and audiovisual equipment as needed.
• User Account Administration
o Provision new user accounts and equipment.
o Configure user permissions and access.
o Reset passwords and troubleshoot authentication issues.
o Support employee onboarding, transfers, and offboarding.
o Maintain user account security and access controls following IT policies.
• Incident & Knowledge Management
o Manage incidents throughout their lifecycle.
o Identify recurring issues and assist with proactive problem management.
o Contribute to and maintain knowledge base articles and technical documentation.
o Assist with creating user guides and training materials.
o Support continuous improvement initiatives to enhance Service Desk efficiency.
• Collaboration
o Work closely with Infrastructure, Network, Security, Applications, and Business teams to resolve technical issues.
o Communicate effectively with technical and non-technical users.
o Participate in technology rollouts, upgrades, and enterprise IT initiatives.
o Promote IT best practices and excellent customer service throughout the organization.

Required Qualifications:
• 3+ years of IT Help Desk, Service Desk, or Desktop Support experience.
• Experience supporting Microsoft Windows 10 and Windows 11.
• Strong knowledge of:
o Microsoft 365
o Office Suite
o Microsoft Teams
o OneDrive
o Outlook
o Active Directory
o Azure Active Directory (Entra ID)
• Experience using remote support tools.
• Strong troubleshooting skills across hardware, software, and networking.
• Experience supporting desktop computers, laptops, printers, and peripherals.
• Excellent customer service and communication skills.
• Ability to prioritize multiple support requests while meeting SLAs.
• Experience working with IT ticketing systems and documenting support activities.

Preferred Qualifications:
• Associate degree or technical certification preferred; bachelor's degree is a plus.
• Microsoft certifications (MS-900, MD-102, AZ-900, or similar).
• Experience with ITIL or IT Service Management (ITSM) best practices.
• Experience with endpoint management solutions such as Microsoft Intune or SCCM.
• Familiarity with enterprise networking fundamentals.
• Experience supporting hybrid or cloud-based Microsoft environments.
• Knowledge of cybersecurity best practices and user account security.

Technical Skills:
• Required
o IT Service Desk
o Help Desk Support
o Desktop Support
o Windows 10
o Windows 11
o Microsoft 365
o Microsoft Office
o Microsoft Teams
o OneDrive
o Outlook
o Active Directory
o Azure Active Directory (Entra ID)
o Office 365 Administration
o Remote Support Tools
o Hardware Troubleshooting
o Software Installation
o Printer Support
o User Account Administration
o Incident Management
o Ticketing Systems
o Customer Support
• Preferred
o Microsoft Intune
o SCCM / MECM
o ITIL
o Endpoint Management
o Windows Imaging
o Basic Networking
o VPN Support
o Multi-Factor Authentication (MFA)

What You'll Receive:
• Competitive base salary
• Hybrid work schedule (Monday, Wednesday & Friday onsite)
• Comprehensive medical, dental, and vision benefits
• 401(k) with company contribution
• Paid vacation and company holidays
• Professional development and technical training
• Opportunities to grow into Systems Administration, Infrastructure, Cloud, Cybersecurity, or Enterprise Applications roles
• A collaborative team environment with a company committed to technology innovation and employee development

If you possess these qualifications and are excited about the prospect of contributing to dynamic team, we encourage you to apply.