IT Service Desk Specialist - Fast, Customer-Driven Support

Smart Care Equipment Solutions; Minneapolis (MN); On-site; USD 45,000 - 65,000; Full time

Job summary

Smart Care Equipment Solutions is seeking a Service Desk Specialist to provide first-line IT support to employees and customers, troubleshoot hardware and software, and manage service requests with a focus on timely, professional resolutions.

You will handle Windows, Microsoft 365, AD/Entra ID, password resets, onboarding/offboarding, and escalation to Tier 2/3 as needed, while documenting steps and maintaining SLAs, in a fast-paced environment.

Qualifications

• 1-3 years of IT service desk or desktop support experience.

Responsibilities

• Provide first-level technical support via multiple channels (phone, email, chat, ticketing).
• Diagnose and resolve hardware, software, network, and account issues.
• Create, update, prioritize, and close tickets in the ITSM system.
• Troubleshoot Windows, Microsoft 365, printers, mobile devices, and basic network connectivity.
• Set up and configure computers, user accounts, peripherals, and software.
• Assist with password resets, MFA, and security-related requests.
• Escalate complex issues to Tier 2/3 teams.
• Follow IT policies, SLAs, and document resolutions.

Skills

Technical troubleshooting

Customer service

Incident and request management

Active Directory/Entra ID

Microsoft 365

Hardware and software support

Networking fundamentals

Ticket documentation

Remote support

Problem solving

Communication and teamwork

Education

High school diploma or equivalent

Associate or bachelor's degree in IT

Job description

Smart Care Equipment Solutions is seeking a Service Desk Specialist to provide first-line IT support to employees and customers, troubleshoot hardware and software, and manage service requests with a focus on timely, professional resolutions.

You will handle Windows, Microsoft 365, AD/Entra ID, password resets, onboarding/offboarding, and escalation to Tier 2/3 as needed, while documenting steps and maintaining SLAs, in a fast-paced environment.