24/7 IT Support Specialist — White-Glove Service Desk

Xtium; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

XTIUM is seeking a Service Desk Specialist to deliver first-line IT support for end users across desktops, devices, and software. You will resolve issues via phone, email, and chat, utilizing ServiceNow and internal knowledge bases to ensure prompt resolutions.

The role emphasizes a customer-centric approach, teamwork, and continuous improvement in a 24/7 support environment. A bachelor’s degree and ITIL knowledge are preferred, with opportunities to grow technical skills.

Qualifications

• 3+ years of service desk experience in an MSP environment required.
• Excellent verbal and written communication skills required.
• Strong interpersonal and problem‑solving skills required.
• Bachelor’s degree in Computer Science, Information Systems, or related field required.
• ITIL knowledge or certification preferred.
• Experience with ServiceNow ticketing system preferred.

Responsibilities

• Provide first-line technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve issues with desktops, laptops, printers, peripherals, and 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, VPN).
• Document and track incidents using ServiceNow ITSM.
• Escalate complex issues to higher-level support when needed.
• Meet SLAs and performance targets.
• Leverage knowledge base to resolve common issues.
• Drive customer satisfaction with proactive communication and first-call resolution.
• Demonstrate empathy, patience, and a positive attitude in support.
• Communicate clearly to ensure clients understand resolutions and next steps.

Skills

3+ years MSP experience

Customer-focused

Strong communication

ITIL knowledge

Education

Bachelor's degree in CS/IS

Tools

ServiceNow

Active Directory

Azure AD

Office 365

Windows OS

Job description

XTIUM is seeking a Service Desk Specialist to deliver first-line IT support for end users across desktops, devices, and software. You will resolve issues via phone, email, and chat, utilizing ServiceNow and internal knowledge bases to ensure prompt resolutions.

The role emphasizes a customer-centric approach, teamwork, and continuous improvement in a 24/7 support environment. A bachelor’s degree and ITIL knowledge are preferred, with opportunities to grow technical skills.