24/7 IT Service Desk Specialist — Remote Support & Excellence

Xtium; Northern (KY); Hybrid; USD 42,000 - 50,000; Full time

Benefits offered by this job

Medical and dental benefits

401(k)

Flexible PTO

FSA

Job summary

XTIUM is seeking a Service Desk Support Specialist to deliver first-line IT support for end users across desktop, software, and account services. You will diagnose issues, perform password resets, and provide remote assistance while upholding SLAs in a fast-paced, 24/7 environment.

You will work with Windows OS, Office 365, Azure AD, and ServiceNow, contributing to a knowledge base and collaborating with teammates to ensure a seamless user experience.

Qualifications

• 2+ years of service desk experience in an MSP environment
• Excellent verbal and written communication skills
• Strong interpersonal skills and customer-centric approach
• Ability to work under pressure and manage multiple priorities
• Continuous improvement mindset and incident/request management experience
• Must be a team player and collaborative
• Familiarity with ITIL concepts; related certifications preferred
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office 365

Responsibilities

• Provide end-user technical support via phone, email, chat, and self-service portals
• Diagnose and resolve issues with desktops, laptops, printers, peripherals, and software
• Assist with password resets, account unlocks, and access requests
• Provide remote assistance when applicable and document incidents in ServiceNow
• Escalate complex issues to higher-level teams and meet SLAs
• Contribute to knowledge base and participate in team training
• Drive first-call resolution and customer satisfaction

Skills

MSP experience

Communication

Interpersonal skills

Problem solving

Customer-centric

Under pressure

ITIL knowledge

Incident management

Team player

Education

Bachelor's degree in CS/IS or related field

Tools

Windows OS

Office 365

Azure AD

Active Directory

Exchange/Office 365

MAC OS

ServiceNow

Job description

XTIUM is seeking a Service Desk Support Specialist to deliver first-line IT support for end users across desktop, software, and account services. You will diagnose issues, perform password resets, and provide remote assistance while upholding SLAs in a fast-paced, 24/7 environment.

You will work with Windows OS, Office 365, Azure AD, and ServiceNow, contributing to a knowledge base and collaborating with teammates to ensure a seamless user experience.