Service Desk Specialist

The Service Desk Specialist I is the first point of contact for employee technology support at Brundage Management. This position assists employees with common IT issues involving user accounts, passwords, Microsoft 365, computers, software, printers, mobile devices, and basic network connectivity. The Specialist documents requests, provides timely updates, resolves routine issues using established procedures, and escalates more complex problems to the appropriate IT team.

• Receive, prioritize, track, and manage IT support requests through Freshdesk or other approved support channels.

• Troubleshoot and resolve common hardware, software, account, password, MFA, and connectivity issues.

• Support Microsoft 365 applications, including Outlook and Teams, as well as computers, printers, mobile devices, and other equipment.

• Set up and maintain user accounts and access based on approved requests, following procedures for new hires, employee changes, and terminations.

• Maintain accurate ticket documentation, hardware and software inventory, and license records.

• Communicate clearly with employees regarding request status, resolution steps, and expected completion times.

• Escalate complex issues to the appropriate IT team with complete troubleshooting notes.

• Follow established procedures for security, identity verification, data protection, and access management.

• Contribute to team knowledge sharing, training, and continuous improvement of support procedures.

Required:

• High school diploma or GED.

• At least one year of experience in a help desk, desktop support, or customer-facing technical support role.

• Basic troubleshooting skills for hardware, software, user accounts, and network connectivity.

• Familiarity with Microsoft Windows and Microsoft 365 applications.

• Strong customer service, communication, organization, and documentation skills.

• Ability to follow established procedures, manage multiple requests, and recognize when issues require escalation.

Preferred:

• Associate degree in Information Technology or a related field.

• Experience with an IT service management (ITSM) ticketing platform, such as Freshdesk, ServiceNow, or Zendesk.

• Familiarity with Active Directory or Entra ID, user access management, and MFA.

• Exposure to ITIL concepts and incident prioritization.

• CompTIA A or an equivalent entry-level IT certification.

• Familiarity with remote support tools and endpoint management or security tools.

Work Authorization Notice

Applicants must be legally authorized to work in the United States without the need for current or future visa sponsorship. This means:

• Work Authorization Required: Candidates must already possess valid U.S. work authorization that permits employment with any employer.
• No Visa Sponsorship Provided: We are unable to sponsor employment visas (such as H-1B, O-1, etc.) or assume responsibility for transferring existing sponsorships at this time.

Benefits:

• Low-Deductible and affordable Medical Plans including medical, dental and vision.
• Competitive salary: Determined by various factors, including but not limited to, location, skills, knowledge, competencies and experience.
• 401K with company match.
• Paid Time Off including Holidays, Vacation and Sick time.
• Bonus opportunities.
• Career development.
• Formal and Comprehensive Training Program.

If you are ready to be a part of a company that values its employees, invests in their growth, and fosters a culture of success, then Brundage Management Co. is the place for you. Apply today and embark on a fulfilling career journey where your potential is recognized and rewarded.

Brundage Management Company, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.