Support Specialist, Enterprise Service Desk

Xtium; Northern (KY); On-site; USD 42,000 - 50,000; Full time

Benefits offered by this job

Medical and dental benefits

401(k)

Flexible PTO

FSA

Job summary

XTIUM is seeking a Service Desk Support Specialist to deliver first-line IT support for end users across desktop, software, and account services. You will diagnose issues, perform password resets, and provide remote assistance while upholding SLAs in a fast-paced, 24/7 environment.

You will work with Windows OS, Office 365, Azure AD, and ServiceNow, contributing to a knowledge base and collaborating with teammates to ensure a seamless user experience.

Qualifications

• 2+ years of service desk experience in an MSP environment
• Excellent verbal and written communication skills
• Strong interpersonal skills and customer-centric approach
• Ability to work under pressure and manage multiple priorities
• Continuous improvement mindset and incident/request management experience
• Must be a team player and collaborative
• Familiarity with ITIL concepts; related certifications preferred
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office 365

Responsibilities

• Provide end-user technical support via phone, email, chat, and self-service portals
• Diagnose and resolve issues with desktops, laptops, printers, peripherals, and software
• Assist with password resets, account unlocks, and access requests
• Provide remote assistance when applicable and document incidents in ServiceNow
• Escalate complex issues to higher-level teams and meet SLAs
• Contribute to knowledge base and participate in team training
• Drive first-call resolution and customer satisfaction

Skills

MSP experience

Communication

Interpersonal skills

Problem solving

Customer-centric

Under pressure

ITIL knowledge

Incident management

Team player

Education

Bachelor's degree in CS/IS or related field

Tools

Windows OS

Office 365

Azure AD

Active Directory

Exchange/Office 365

MAC OS

ServiceNow

Job description

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.

Job Description: At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you.

About the Team:

XTIUM’s 24/7 global Enterprise Service Desk is a collaborative team of IT professionals dedicated to providing exceptional end user technical support. We are striving to be more than just a high performing service desk, but relentlessly seeking to deliver a premium, customer-centric service offering unlike any other, resulting in seamless issue resolution, hospitality focused customer experience, and customers who evangelize the XTIUM brand and offering. We are unapologetically pushing the boundaries on what an Enterprise Service Desk can do to transform the digital transformation experience for end users.

About the Role:

As a Service Desk Support Specialist, you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat. You will utilize and contribute to the internal knowledge base to resolve common issues efficiently and elevate complex issues to higher-level support when necessary. Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a “white glove” customer experience.

Shift Timing:

We are looking for the following shifts: Sunday through Thursday (first, second, and third shift) Monday through Friday (first, second, and third shift) Tuesday through Saturday (first, second, and third shift)

Job Responsibilities:

• Provide customer end user technical support via phone, email, chat, and self-service portals
• Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications
• Assist end users with password resets, account unlocks, and access requests
• Provide remote assistance when applicable
• Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
• Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
• Escalate complex issues to higher-level support teams when necessary
• Adhere to service level agreements (SLAs) and meet performance targets
• Utilize the internal knowledge base to resolve common issues and improve efficiency
• Drive customer satisfaction through proactive communication and first call resolutionProvide exceptional customer service by demonstrating empathy, patience, and a positive attitude
• Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps

Job Qualifications:

• 2+ years of service desk experience in an MSP environment
• Excellent verbal and written communication skills
• Strong interpersonal skills
• Excellent problem-solving and analytical skills
• Customer-centric approach with a focus on service excellence
• Ability to work effectively under pressure and manage multiple priorities
• Continuous improvement mindset
• Incident and request management experience
• Must be a team player and collaborative.
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365.
• MAC OS knowledge would be a plus, but not a hard requirement.
• Familiarity with IT Service Management concepts, practices, and procedures.
• Strong ITIL knowledge or certification preferred

Technical Certifications:

• CompTIA, A+, MSCE are a plus
• Experience using ServiceNow ticketing system is preferred
• Experience using remote assistance tools
• Excellent time management skills
• A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field
• Strong technical background
• Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment

The salary range for this position is $20/hr - $24/hr. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies, experience, and location.

We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible Paid Time Off.

XTIUM is an equal opportunity employer.

At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you.