Support Specialist, ESD

• Provide first-line technical support to client end-users via phone, email, chat, and self-service portals
• Diagnose and resolve issues with desktops, laptops, printers, peripherals, and common software applications
• Assist with password resets, account unlocks, and access requests
• Provide remote assistance when applicable
• Troubleshoot network connectivity issues, including internet access and VPN connections
• Document and track incidents and requests in the ServiceNow ITSM ticketing system
• Escalate complex issues to higher-level support teams
• Adhere to service level agreements and meet performance targets
• Use the internal knowledge base to resolve common issues and improve efficiency
• Drive customer satisfaction through proactive communication and first-call resolution
• Communicate technical information clearly and concisely
• Participate in team training and development initiatives
• Contribute to a premium, hospitality-focused customer experience

• 3+ years of service desk experience in an MSP environment
• Excellent verbal and written communication skills
• Strong interpersonal skills
• Excellent problem-solving and analytical skills
• Customer-centric approach with a focus on service excellence
• Ability to work effectively under pressure and manage multiple priorities
• Continuous improvement mindset
• Incident and request management experience
• Team player and collaborative
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365
• Familiarity with IT Service Management concepts, practices, and procedures
• Strong ITIL knowledge or certification preferred
• Technical certifications such as CompTIA, A+, or MSCE are a plus
• Experience using ServiceNow ticketing system preferred
• Experience using remote assistance tools
• Excellent time management skills
• A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field
• Strong technical background
• Willingness to work in a 24/7 support environment

• 24/7 global Enterprise Service Desk environment
• Team training and development initiatives
• Continuous learning and professional growth opportunities
• Remote work arrangement