What are the responsibilities and job description for the Service Desk Specialist position at Strategic Staffing Solutions?
Strategic Staffing Solutions seeking a Service Desk Analyst to join our team and serve as the first point of contact for IT support. This role is ideal for someone who enjoys solving technical issues, delivering exceptional customer service, and collaborating with teams to ensure seamless IT operations.
Service Desk Analyst
Employment Type: Contract
Work Hours: Standard Business Hours (7:00 AM – 5:00 PM EST)
About the Role
We are seeking a customer-focused Service Desk Analyst to serve as the first point of contact for IT-related issues during critical domestic support hours. In this role, you will provide prompt and effective technical support, including password resets, basic application troubleshooting, and general IT assistance, while ensuring incidents are accurately documented and escalated when appropriate. The ideal candidate is a proactive problem solver with strong communication skills, a customer-first mindset, and the ability to thrive in a fast-paced, collaborative support environment.
Key Responsibilities
Technical Support
- Provide first-contact resolution for password resets, basic application issues, and general IT inquiries.
- Troubleshoot and resolve common desktop, application, and access-related issues.
- Deliver exceptional customer service while maintaining a high level of professionalism.
Ticket Management
- Log, categorize, prioritize, and track incidents and service requests using the organization's ticketing system.
- Ensure tickets are documented accurately and resolved or escalated in a timely manner.
- Maintain detailed records of issues, troubleshooting steps, and resolutions.
Escalation & Collaboration
- Identify issues requiring advanced technical expertise and escalate to Level 2 or Level 3 support teams following established procedures.
- Collaborate with offshore support teams in Manila to ensure seamless service coverage and efficient handoffs.
- Support critical escalation periods and assist in maintaining operational continuity.
Performance & Continuous Improvement
- Meet or exceed established Service Level Agreements (SLAs) and key performance metrics, including response times and first-call resolution rates.
- Contribute to knowledge base documentation and process improvement initiatives.
- Share insights and best practices to improve overall service desk efficiency.
Qualifications
Required
- High School Diploma or equivalent.
- 1–2 years of experience in a Service Desk, Help Desk, Desktop Support, or IT Support role.
- Strong customer service, communication, and interpersonal skills.
- Experience working with ticketing systems and incident management processes.
- Basic troubleshooting skills across desktop applications, user access, and common IT issues.
- Ability to multitask, prioritize work, and remain organized in a fast-paced environment.
- Availability to work standard business hours (7:00 AM – 5:00 PM EST).
Desired Skills
- Service Desk Support
- Help Desk Support
- Technical Support
- Ticketing Systems
- Desktop Support
- Remote Desktop Support
- Desktop Application Support
- Incident Management
- Customer Service
- Troubleshooting
- Multitasking
- Communication Skills