Service Desk Specialist - Level 1 - remote in Boston or Cleveland

Tabush; Boston (MA); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading IT service provider is looking for a passionate Service Desk Specialist to join their team in Boston. In this full-time, in-office role, you will provide top-notch technical support while contributing to a positive team culture and growth opportunities. Ideal candidates possess strong communication skills and a genuine interest in technology, making this an excellent entry-level position for those looking to launch their IT careers.

Qualifications

• Working knowledge of Microsoft Windows 10/11 and Office 365.
• Strong customer service skills and ability to multitask.
• Eager to learn and grow in the IT field.

Responsibilities

• Provide Level 1 support for desktops, laptops, and mobile devices.
• Respond to tickets, troubleshoot issues, and assist with user onboarding.
• Contribute to internal knowledge base articles and enhance service desk operations.

Skills

Customer Service

Problem Solving

Technical Communication

Multitasking

Education

CompTIA A+ certification

Microsoft 365 Fundamentals certification

Tools

Microsoft Windows 10/11

Office 365

Remote support tools

Job description

Job Description: Service Desk Specialist

Watch a quick 30-second video about the Service Desk Specialist role: https://somup.com/cT11D2Li2E

Company Overview:

Tabush Group is a leading provider of Desktop as a Service, Managed IT, and cybersecurity for small to midsize professional organizations. Our mission is to provide top-tier service so our clients can focus on what they do best.

Position Summary

This is a full-time in-office position ideal for someone who is passionate about technology, eager to learn, and looking to launch or grow their career in IT. While prior IT or MSP experience is a plus, it's not required. We’re looking for someone who wants to be part of our team, contribute to our culture, and grow with us.

The Service Desk Specialist is the frontline for delivering exceptional technical support to our clients. You’ll handle service requests, resolve issues, and escalate more complex problems. Success in this role means being resourceful, client-focused, and living our core values: teamwork, care, integrity, and innovation.

Key Responsibilities

• Provide Level 1 support for desktops, laptops, printers, mobile devices, and basic networking.
• Respond to inbound tickets, emails, and calls using the MSP’s RMM and PSA tools (e.g., Autotask, N-central).
• Troubleshoot and resolve issues related to:
  - Microsoft 365 (OneDrive, Teams, SharePoint)
  - Windows OS and MacOS environments
  - VPN and remote access
  - Line-of-business applications
• Escalate complex incidents to higher-tier engineers or vendors when needed.
• Follow documented processes and contribute to internal knowledge base articles.
• Track all work in PSA with accurate time entries, notes, and ticket status updates.
• Assist with user onboarding/offboarding processes (account creation, permissions, device setup).
• Maintain professionalism and communicate technical issues clearly to non-technical users.
• Suggest process improvements to enhance service desk operations and client experience.

Required Qualifications

• Working knowledge of:
  - Microsoft Windows 10/11, Office 365 suite
  - Remote support tools (e.g., ScreenConnect, TeamViewer, LogMeIn)
• Strong customer service and problem-solving skills
• Ability to multitask and prioritize tickets effectively in a fast-paced environment

Preferred Qualifications

• 1–3 years experience in a help desk or IT support role, preferably at an MSP or IT services provider.
• CompTIA A+, Network+, or similar certifications
• Microsoft 365 or Azure Fundamentals certification
• Experience supporting cloud-based services and SaaS platforms
• Familiarity with Kaseya platforms (DattoRMM, Autotask, and ITGlue)

• Entry level so experience isn’t required
• Top soft skills:
  • Strong communicator – speaks and writes clearly and professionally
  • Loves tech – genuinely interested in technology and how things work
  • Team player – wants to be part of the team and contribute to our culture
  • Great attitude – positive, dependable, and easy to work with
  • Wants to grow – eager to learn and build a career