IT Service Desk Specialist — Incident & User Support

SEFNCO Communications Inc; Corona (CA); On-site; USD 36,000 - 37,000; Full time

Job summary

MasTec Communications Group seeks an IT Specialist to respond to inquiries and requests for assistance with computer systems and peripherals. The role involves troubleshooting, resolving incidents, and coordinating with IT teams to prevent recurrence.

The ideal candidate has 3+ years in IT support or a customer-service oriented environment, strong English communication, and proficiency with Microsoft Office, Windows OS, and remote access. ServiceNow experience is a plus.

Qualifications

• You have a track record of completing work with a high level of quality.
• You have a knack for figuring out hard problems and enjoy a hands-on approach.
• Proficient in Microsoft Office suites.
• Excellent oral and written communication skills.
• Strong time management, organizational planning, and problem-solving skills.
• You follow instructions and meet management direction and commitments.
• Three years of IT support or call center experience required.
• Ability to communicate clearly in English with customers, over the phone.

Responsibilities

• Responds to inquiries and requests for assistance with the organization's computer systems and/or peripherals; identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences.
• Coordinates with other Information Technology teams to resolve problems as needed.
• Support hours for the service desk are 8:00 AM–9:00 PM; provides service and a central point of contact for standard software/hardware.
• Logs all service desk calls or emails into Incident Management System (ServiceNow); assigns, updates, and resolves incidents.
• Analyzes and resolves incidents with a goal of 90% First Call Resolution.
• Supports Microsoft Office, Windows OS, and remote access; completes password resets, provisioning, software requests, printer mapping.
• Maintains and updates logs; investigates causes and implements solutions to reduce future calls.
• Keeps customers informed of progress and potential outages; escalates when necessary.

Skills

Microsoft Office suites

Excellent communication

Time management

Problem solving

Written communication

Customer service mindset

Leadership

Project management

English communication

Adaptability

Education

Degree in Information Systems or related field

Microsoft Certified Professional (MCP)

CompTIA A+ / CompTIA Network+

Tools

ServiceNow

Windows OS

Job description

MasTec Communications Group seeks an IT Specialist to respond to inquiries and requests for assistance with computer systems and peripherals. The role involves troubleshooting, resolving incidents, and coordinating with IT teams to prevent recurrence.

The ideal candidate has 3+ years in IT support or a customer-service oriented environment, strong English communication, and proficiency with Microsoft Office, Windows OS, and remote access. ServiceNow experience is a plus.