Job Description: Specialist, Service Desk Technology

Location: Dania Beach, FL

Job Type: Contract-to-Hire

Work Environment: 100% Onsite

Work Authorization: U.S. Citizen or Green Card Holder

Position Summary

The Specialist, Service Desk Technology serves as the first point of contact for all internal technology support needs across the organization. This role manages the full lifecycle of service desk tickets—including monitoring, triaging, resolving, documenting, and escalating issues through the internal ITSM platform. The Specialist will support crewmembers with technical concerns including account access, device issues, software troubleshooting, outages, and service requests.

This is a high-visibility, people-focused role supporting frontline employees. Successful candidates will combine technical competency with exceptional communication, empathy, and customer service skills.

Key Responsibilities

Service Desk Support & Ticket Management

Monitor, triage, and route incoming tickets in the ITSM/ticketing system (Jira Service Management).
Resolve Tier 1 issues such as password resets, locked accounts, basic OS/application issues, Microsoft Office/email troubleshooting, and access requests.
Escalate complex issues to engineering teams while maintaining ownership of communication.
Ensure timely ticket updates, SLA adherence, and accurate documentation of resolutions and user interactions.
Open and close tickets efficiently; maintain a clean, organized queue.

Hardware, Systems & Endpoint Support

Support setup, configuration, and troubleshooting of user devices (primarily Mac laptops; training provided).
Manage endpoint readiness, user provisioning, and basic networking/VPN issues.
Assist with deployment of patches, updates, and testing during maintenance events.

Incident & Outage Support

Participate in incident response for outages, defects, or system disruptions.
Provide clear and proactive user communication during major issues.
Collaborate with application, infrastructure, and security teams to identify root causes.

Documentation & Continuous Improvement

Maintain and update SOPs, troubleshooting guides, and knowledge base resources.
Identify recurring issues and recommend improvements to workflows, processes, or automation opportunities.
Participate in team meetings, ongoing training, and cross-functional coordination.

Required Qualifications

High School Diploma or GED.
1–3 years of experience in IT support, help desk, or service desk roles.
Experience with an ITSM platform (Jira, ServiceNow, Zendesk, or similar).
Strong troubleshooting abilities for operating systems (Mac and/or Windows), email systems, and network connectivity.
Excellent communication skills with the ability to support emotional or stressed frontline employees with empathy.
Ability to follow structured SOPs and handle high ticket volume.
Must pass a 10-year background check.
U.S. Citizen or Green Card Holder.

Preferred Qualifications

Bachelor’s degree in Computer Science or related field.
Familiarity with ITIL processes (Incident, Problem, Change Management).
Experience supporting SaaS applications, VPNs, remote access technologies.
Basic knowledge of Active Directory, M365/Google Workspace, and endpoint management tools.
Mac OS support experience (preferred but trainable).

Success Indicators

High accuracy and speed in ticket triage and resolution.
Clear and empathetic communication with internal users.
Strong documentation habits and SLA consistency.
Ability to maintain professionalism with frontline staff who may be stressed or emotional.
Positive contributor to a collaborative, service-oriented IT culture.

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