Enterprise Service Desk Support Specialist

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🕒 6 days ago

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ATSG

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1994

🤝 B2B

🔒 Cybersecurity

🏢 Enterprise

B2B • Cybersecurity • Enterprise

ATSG is a managed IT services provider (now operating as XTIUM) that delivers cloud, networking, security, and unified communications solutions for mid-size and enterprise customers. It offers Desktop-as-a-Service (DaaS), Infrastructure-as-a-Service (IaaS), managed security and detection (MDR), managed network services, AI consulting, professional services, and 24/7 enterprise helpdesk and field services. The company positions itself as an AI-powered, full-stack IT partner that consolidates vendor stacks, ensures compliance and high availability, and acts as an extension of internal IT teams to secure and optimize operations.

📋 Description

• 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

• 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

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