Service Desk Specialist

#GetThereFirst Digital Hands is an innovative Managed Security Service Provider (MSSP) dedicated to protecting customer data and ensuring technology is available, productive, and secure. Our team works with leading technologies and serves enterprise‑class customers across hospitality, finance, manufacturing, and communications sectors. Position Summary Working within the Digital Hands Security Operations Center (SOC), the IT Service Desk Specialist monitors alarms, responds to incident tickets from a wide variety of IT and networking systems, and serves as the initial point of contact for customer calls. Responsibilities include scheduling, installing security platforms, handling Active Directory installs, documenting tickets, triaging incidents, and escalating as required to other SOC teams. Duties and Responsibilities Work in a shift‑based call center environment, handling inbound support calls and creating/remediating incident tickets through the service management platform. Schedule and perform installations of customer security platforms. Communicate clear expectations and build relationships with primary accounts and their support teams while following appropriate processes and procedures. Embrace opportunities to enhance process workflows and improve the customer experience. Education and Work Experience Minimum of 1–3 years of experience in an Information Technology / help desk role. Preferred are a bachelor’s degree in computer science or a related field and professional certifications such as A+ and Network+. Strong skills using and supporting Microsoft Windows desktop and server operating systems, including hardware troubleshooting of Windows machines. Knowledge of IT security concepts. Working knowledge of networking concepts and remote access protocols such as LANs/WANs, VPNs, TCP/IP, UDP, and FTP. Experience with Active Directory, including server, switch, and connectivity troubleshooting. Knowledge, Skills and Characteristics Required A keen interest in security and a deep understanding of confidentiality, integrity, and availability. Excellent analytical, communication, presentation, and listening skills. Excellent organizational and time‑management skills with the ability to multi‑task and prioritize. High level of integrity, judgment, and situational awareness. Ability to work independently and collaboratively with peers, across teams, and with management. Flexibility and adaptability to change. Capability of learning and performing all the activities that everyone on the shift does. Excellent customer service skills. Digital Hands is dedicated to a diverse and inclusive workplace and culture, and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability status, genetic information, or any other legally protected characteristic. If you need assistance or an accommodation due to a disability, please contact us at View email address on click.appcast.io. Digital Hands participates in the U.S. Government’s E‑Verify program to determine employment eligibility. All hired applicants will be required to verify identity and employment eligibility upon hire. #J-18808-Ljbffr Digital Hands