Information Technology Service Desk

Convergenz; Pensacola (FL); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading IT service company is seeking a Service Desk technician to provide technical support in a fast-paced environment. The role requires strong troubleshooting skills, effective communication, and the ability to multitask across multiple systems. Preference is given to candidates with over 3 years of Tier 1 support experience, knowledge of ITIL, and familiarity with ticketing systems like ServiceNow. This position is vital for supporting employees in delivering excellent service worldwide.

Qualifications

• Basic IT knowledge and troubleshooting skills.
• Familiarity with enterprise systems and IT terminology.
• Strong verbal and written communication abilities.

Responsibilities

• Provide technical support and troubleshooting via calls, web queues, and email.
• Resolve issues using available tools and resources.
• Document work using standard PC applications.

Skills

Basic IT knowledge

Troubleshooting skills

Strong verbal communication

Strong written communication

Ability to multitask

Works well independently

Tools

ServiceNow or similar ticketing system

Job description

Overview

The Service Desk operates in a fast‑paced, 24/7 environment as the first point of contact for Enterprise Technology Services (ETS). The team supports employees by resolving IT issues, answering questions, and handling service requests to help staff serve members worldwide. We’re looking for individuals who are adaptable, customer‑focused, and able to multitask across multiple systems.

Responsibilities

• Provide technical support and troubleshooting via inbound calls, web queues, outbound outreach, and email
• Resolve issues using available tools and resources; escalate when necessary
• Document work using standard PC applications
• Participate in weekly team meetings and follow ETS policies
• Perform other related duties as needed

Qualifications

• Basic IT knowledge and troubleshooting skills
• Familiarity with enterprise systems and IT terminology
• Strong verbal and written communication abilities
• Ability to multitask accurately in a high‑volume environment
• Works well independently and in a team
• Preferred: 3+ years Tier 1 support experience
• Call center or frontline support background
• ITIL knowledge
• ServiceNow or similar ticketing system experience
• Experience in fast-paced customer service