Enterprise Service Desk Support Specialist

ATSG

Support Specialist providing first-line technical support in IT for a global service desk. Resolving customer issues and enhancing user experience in a collaborative environment.

Posted 6/13/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $20 - $24 per hourWebsite

Tech Stack

Tools & technologies

AzureITSMServiceNow

About the role

Key responsibilities & impact

Provide customer end user technical support via phone, email, chat, and self-service portals
Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications
Assist end users with password resets, account unlocks, and access requests
Provide remote assistance when applicable
Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
Escalate complex issues to higher-level support teams when necessary
Adhere to service level agreements (SLAs) and meet performance targets
Utilize the internal knowledge base to resolve common issues and improve efficiency
Drive customer satisfaction through proactive communication and first call resolution
Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude
Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps

Requirements

What you’ll need

2+ 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
Must be a team player and collaborative
Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365
MAC OS knowledge would be a plus, but not a hard requirement
Familiarity with IT Service Management concepts, practices, and procedures
Strong ITIL knowledge or certification preferred
Technical Certifications: CompTIA, A+, MSCE are a plus
Experience using ServiceNow ticketing system is 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
Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
Native-level Spanish skills is a plus

Benefits

Comp & perks

Med/Dental/FSA/401(k)
Flexible Paid Time Off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service desk experienceWindows OSOffice 365Azure ADActive DirectoryExchangeIT Service Managementproblem-solvinganalytical skillsnetwork troubleshooting

Soft Skills

verbal communicationwritten communicationinterpersonal skillscustomer-centric approachtime managementcollaborationempathypatiencepositive attitudecontinuous improvement mindset

Certifications

CompTIAA+MSCEITIL certificationbachelor's degree in Computer Sciencebachelor's degree in Information Systemsbachelor's degree in related field