IT Service Desk Specialist - Level 1.5 (EUS)

Summary

The IT Service Desk Specialist – Level 1.5 is responsible for delivering advanced technical support and systems administration across a diverse IT environment. This role involves diagnosing and resolving hardware, software, and network-related issues submitted via phone, email, and ticketing systems, ensuring minimal disruption to business operations.

The position requires hands-on experience with endpoint management, including imaging, configuring, and maintaining Windows-based laptops and mobile devices. The specialist will manage user provisioning and access control across Active Directory, Microsoft 365, and other enterprise platforms, ensuring compliance with security and operational standards.

This role demands proficiency in troubleshooting TCP/IP networking, VPN connectivity, and cloud-based collaboration tools. The ideal candidate will demonstrate strong analytical skills, the ability to script or automate routine tasks, and a commitment to continuous improvement. They must be capable of managing escalations, documenting technical procedures, and collaborating with senior engineers to resolve complex incidents.

Job Duties

Efficiently obtain information from end-users, register support requests, and resolve as many as possible within access rights and time constraints (Service Level Agreements and Key Performance Indicator Driven)
Maintain accurate help desk records using the ticketing system (ServiceNow) and follow up with customers to ensure issue resolution.
Provide technical support for computer systems, software, and hardware both in person and remotely. Troubleshoot Network Connections, PCs including Mac, Windows, Dell, HP, various Phone Models, various office equipment like printers, projectors, and conferencing systems. This includes software applications to identify and correct malfunctions.
Perform system patching and backups in a multi-customer environment. Install, modify, and repair computer hardware and software. Monitor licensing utilization and hardware inventory.
Monitor the progress of production events on-site, proactively solve issues, and escalate complex resolutions to appropriate team members.
Identify deficiencies in processes and recommend changes to improve efficiency.
User administration includes Active Directory and other multiple software applications.
Maintain existing certifications and obtain new ones as directed by management
Test pending software updates and perform other duties as assigned.

Education/Experience

Associate or bachelor's degree in engineering, computer science, or a related technology field - Highly Desirable.
One (1) to Three (3) year of IT infrastructure experience – Must understand the terminology.
Must have the ability to interact directly with clients, driving high client satisfaction.
1-2 years of experience with Application Performance Monitoring (APM) tools - Highly Desirable.
At least five (5) years of IT support experience – Highly Desirable.
Experience with Exchange/Office 365 and Active Directory management - Required.

Certification

Experience with VoIP technologies - Required.
Experience working in an enterprise-level service desk environment with 300+ users – Highly Desirable
Microsoft (MCITP/MCDST/MCSE/MCSA) certifications – Highly Desirable.
ITIL certification– Highly Desirable.
CompTIA A+ – Highly Desirable.
Microsoft 365 Certified: Fundamentals– Highly Desirable.
Microsoft 365 Certified: Modern Desktop Administrator Associate– Highly Desirable.
Microsoft (MCITP/MCDST/MCSE/MCSA) certifications– Highly Desirable.

Knowledge, Skills & Abilities

Professional certification as appropriate.
Excellent service-driven customer-focused skills.
Proven ability to work in both a team environment and independently.
Excellent oral, written and interpersonal communications skills.
Strong communication, presentation, and interpersonal skills.
Excellent time management and organizational abilities.
Strong time management skills and attention to detail.
Ability to absorb, master and leverage emerging technologies.
Strong troubleshooting and problem-solving abilities.
Talent for creatively utilizing technology, people and processes to solve unique business problems in a cost-effective manner