IT Service Desk Pro - 24/7 Remote Support Specialist

Digital Management Llc

Northern (KY)

Hybrid

USD 54,000 - 66,000

Full time

3 days ago

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Benefits offered by this job

Healthcare coverage

Wellness programs

Annual performance reviews

Tuition assistance

401(k) matching

Job summary

DMI, LLC is seeking a Customer Support Representative Specialist to join our remote US team. You will be the first contact for user issues, delivering 24/7 IT support and handling incidents and service requests with ITIL-based processes.

Responsibilities include monitoring SLA risks, escalating when necessary, and identifying trends to improve tools and knowledge bases, ensuring reliable, high-quality service and reduced downtime.

Qualifications

In-depth knowledge of IT service desk operations.
Expertise in ticket resolution and escalation.
Strong customer service and communication skills.
Ability to identify and resolve recurring issues.
Analytical thinking and problem-solving abilities.
Experience with omnichannel support channels.

Responsibilities

Provides 24/7/365 IT support as the first point of contact for user issues.
Logs, classifies, and resolves incidents and service requests using ITIL-based processes.
Monitors incidents nearing SLA thresholds and escalates when needed.
Identifies trends and suggests improvements to reduce incidents.
Delivers reliable and responsive IT support to boost productivity.

Skills

IT service desk

Ticket resolution

Customer service

Issue identification

Analytical skills

Omnichannel support

Job description

Responsibilities include monitoring SLA risks, escalating when necessary, and identifying trends to improve tools and knowledge bases, ensuring reliable, high-quality service and reduced downtime.

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