What are the responsibilities and job description for the IT Service Desk II position at BravoTECH?
IT Service Desk Support Specialist
Deliver Exceptional IT Support That Keeps Business Moving
We're looking for a customer-focused IT Service Desk Support Specialist to provide remote technical support for a growing organization. In this role, you'll resolve IT incidents, troubleshoot hardware and software issues, and collaborate with field support teams to deliver outstanding service. While the position is primarily remote, occasional on-site support may be required for hands-on technical assistance.
Location: Remote (Candidates must reside within commuting distance of the Central Ohio area.)
Key Responsibilities
If you're passionate about technology, enjoy solving technical challenges, and thrive in a customer-focused environment, we'd love to hear from you. Apply today and help deliver reliable IT support that keeps our business running smoothly.
Deliver Exceptional IT Support That Keeps Business Moving
We're looking for a customer-focused IT Service Desk Support Specialist to provide remote technical support for a growing organization. In this role, you'll resolve IT incidents, troubleshoot hardware and software issues, and collaborate with field support teams to deliver outstanding service. While the position is primarily remote, occasional on-site support may be required for hands-on technical assistance.
Location: Remote (Candidates must reside within commuting distance of the Central Ohio area.)
Key Responsibilities
- Provide technical support to end users via phone, email, and chat.
- Diagnose and resolve hardware, software, network, and connectivity issues remotely.
- Escalate complex issues to Field Support or specialized IT teams while ensuring smooth handoffs.
- Deliver occasional on-site support for technical issues requiring physical presence.
- Document incidents, service requests, and resolutions within the IT ticketing system.
- Keep users informed with timely updates throughout the support process.
- Assist with software deployments, system updates, and IT asset management.
- Identify recurring issues and recommend process improvements and long-term solutions.
- Create and maintain knowledge base documentation.
- Follow ITIL best practices and contribute to continuous improvement initiatives.
- Support business continuity and disaster recovery testing activities.
- Experience providing IT Service Desk or Help Desk support in a fast-paced environment.
- Strong knowledge of Windows 10/11, Microsoft 365, Azure Active Directory, and on-premises Active Directory.
- Experience using IT service management (ITSM) platforms and ticketing systems.
- Proven ability to troubleshoot hardware, software, network, and remote connectivity issues.
- Excellent customer service, communication, and problem-solving skills.
- Ability to manage multiple priorities while maintaining a high level of service.
- Ability to explain technical concepts clearly to non-technical users.
- Must reside within normal commuting distance of the Central Ohio area for occasional on-site support.
- Experience working in an ITIL-based support environment.
- Experience with endpoint software deployment and IT asset management.
- Knowledge of business continuity or disaster recovery processes.
- Experience identifying trends and recommending service improvements.
- Work primarily from home while supporting a collaborative IT organization.
- Be part of a team dedicated to delivering exceptional customer service.
- Gain exposure to a broad range of enterprise technologies and support environments.
- Contribute to process improvements that enhance the end-user experience.
If you're passionate about technology, enjoy solving technical challenges, and thrive in a customer-focused environment, we'd love to hear from you. Apply today and help deliver reliable IT support that keeps our business running smoothly.