Jobgether is hiring a Tier 1 Service Desk Specialist to be the first point of contact for technical assistance. In this role, you will provide timely support and guidance on hardware, software, and account-related issues, handling incident management and ensuring compliance with service-level agreements.
What You'll Do
- Provide telephone and email-based technical support using IVR systems and ITSM tools.
- Assist users with workstation troubleshooting, account configurations, and basic hardware/software issues.
- Manage incidents, problems, and service requests, ensuring accurate documentation in the ITSM platform.
- Reset passwords, security tokens, PINs, and handle other administrative account management tasks.
- Use remote tools to resolve incidents or provide warm handoffs to higher-level support.
- Monitor ticket statuses, escalate as required, and coordinate resolutions with internal and external teams.
- Maintain compliance with SLAs and internal IT policies while providing a positive customer experience.
What We're Looking For
- A+ certification required.
- Must be a U.S. Citizen or Legal Permanent Resident (Green Card) for 3+ years and compliant with federal taxes.
- Excellent verbal and written communication skills.
Nice to Have
- 6 months to 1 year of experience with ServiceNow or similar ITSM ticketing systems.
- Associate degree in Computer Science, IT, MIS, Engineering, Mathematics, or a related field.
- ITIL v3 or v4 certification.
Technical Stack
- ServiceNow or similar ITSM ticketing systems
- Microsoft Office Suite (Office365, Word, Excel)
- Windows 10 systems
- iPhone configuration and troubleshooting
Benefits & Compensation
- Comprehensive benefits package including health, dental, and vision coverage.
- Flexible work schedules and work-life balance support.
- Career development and training opportunities.
- Generous compensation and performance incentives.
- Supportive and collaborative work environment promoting employee engagement and growth.
Work Mode
This is a fully remote position open to candidates located within the United States.
Jobgether is an equal opportunity employer.
