The Service Desk Specialist provides Level 2 (L2) technical support and acts as a key liaison between the IT Department and approximately 1,000 end users. This role is responsible for resolving complex technical issues, supporting enterprise IT systems, and contributing to high-impact projects, including those involving C-level executives. The position requires the ability to work under high-pressure environments, participate in an on-call rotation, and maintain accurate documentation and user manuals.
Job Duties:
- Provide L2 technical support for applications, endpoints, and enterprise systems.
- Diagnose, troubleshoot, and resolve complex hardware, software, and application issues.
- Support and manage environments serving approximately 1,000 users.
- Administer and maintain the IT Service Management (ITSM) system, including incidents, service requests, changes, and problems.
- Maintain an accurate and up-to-date CMDB using tools such as Service Desk Plus, Endpoint Central, Zoho Analytics, and Zoho Assist.
- Install, configure, and support desk tops, laptops, printers, applications, and operating systems.
- Manage patching, updates, and endpoint configurations using corporate tools.
- Support Microsoft Intune for device and endpoint management.
- Provide support and troubleshooting for VMware or similar virtualization platforms.
- Assist with Fortinet (FortiMS / FortiManager or related Forti solutions) administration and support.
- Work on complex projects and provide technical solutions for executive-level (C-suite) issues.
- Develop, document, and maintain user manuals, technical procedures, scripts, and support documentation.
- Coordinate with vendors for hardware repairs, warranties, and technical proposals.
- Participate in disaster recovery tests and real emergency response scenarios.
- Meet and exceed defined SLAs and customer satisfaction goals.
- Work effectively under pressure while managing multiple priorities and deadlines.
- Participate in an on-call rotation during off-hours.
Education & Requirements:
- Bachelor’s degree in Information Systems or a related field.
- Minimum 5 years of experience providing desk top and end-user support in enterprise environments.
- Hands-on experience with IT service management, CMDB, and endpoint tools such as Service Desk Plus, Endpoint Central, Zoho Analytics, Zoho Assist, along with Microsoft Intune, VMware or similar virtualization platforms, Fortinet (FortiMS / related Forti solutions), and the Microsoft 365 ecosystem.
- Hands-on experience configuring, administering, and optimizing ManageEngine ServiceDesk Plus environments
- Strong experience troubleshooting desk top applications, operating systems, and endpoint performance issues.
- Proven ability to work under high-pressure, fast-paced environments.
- Excellent problem-solving, organizational, and multitasking skills.
- Strong interpersonal and customer service skills.
- Ability to collaborate effectively across IT teams and business units.
- Bilingual (Spanish and English) with excellent verbal and written communication skills.
- Ability to create clear, structured, and professional documentation.
- ITIL Foundation certification is required.
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