Service Desk Specialist

Job Description Job Description 1 Role in Richmond, VA. The Service Desk Specialist – Regional Support role is primarily responsible for providing first level technical support to end users through the Service Desk, while also serving as the onsite deskside support for the Richmond regional office. This position is 50% Service Desk focused and 50% deskside support, ensuring consistent user experience, timely incident resolution, and local hands‑on support. The position requires strong customer service skills, technical troubleshooting ability, and collaboration with internal IT teams to ensure timely incident resolution and a positive end‑user experience. Service Desk Specialist Responsibilities Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system. Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues. Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow). Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures. Resolve tickets using published Knowledge Base (KB) articles and documented processes. Escalate incidents to higher-level support teams when necessary, following defined escalation procedures. Adhere to Service Level Agreements (SLAs) for response and resolution times. Act as a trigger for critical incident management by notifying appropriate technical and incident management teams. Coordinate with technical teams to provide timely and accurate updates to users until resolution. Participate in knowledge base creation, updates, and continuous improvement activities. Identify recurring issues and communicate trends or operational challenges to leadership. Maintain a high level of customer service and professionalism in all interactions. Office Support Responsibilities Provide on‑site support for the Richmond regional office as needed. Perform break/fix support for end‑user hardware and peripherals, including desktops, laptops, monitors, printers, and phones. Assist with setup, configuration, and deployment of PCs, printers, and workplace technology. Support endpoint telephony devices, including desk phones, conference room equipment, mobile devices, and hotspots. Perform MACD activities (Moves, Adds, Changes, and Decommissions) for local hardware and software. Provide white‑glove support for VIP and executive users, demonstrating strong professionalism, discretion, urgency, and the ability to deliver a high‑touch office support experience. Act as the local workplace technology liaison for the Richmond office. Support local IT projects, office initiatives, and technology refreshes as required. Coordinate with vendors or infrastructure teams when on‑site escalation is needed. Ensure office support activities are properly documented in the ticketing system. Maintain responsibility for local office asset management, including tracking, documenting, and coordinating IT equipment inventory for the Richmond office. Skills office 365, ServiceNow, Intune, citrix, troubleshooting windows, executive support Additional Skills & Qualifications What are the most common ticket types this team handles (remote/deskside)? The roles are a blend of Service Desk and onsite deskside support (approximately 50/50). Common ticket types include: Windows workstation issues Microsoft 365 (Outlook, Teams, Office applications) Password resets and account access issues Hardware troubleshooting (laptops, desktops, monitors, docking stations) Printer support Mobile devices and hotspots Conference room and audiovisual technology New hire onboarding and employee offboarding support Moves, Adds, Changes, and Decommissions (MACD) requests General break/fix and workplace technology support Are there SLAs or ticket volume metrics candidates should be accustomed to? Yes. Candidates should be comfortable working in an SLA-driven environment and managing multiple tickets and priorities simultaneously. They will be expected to: Adhere to ServiceNow response and resolution SLAs Maintain accurate documentation Escalate appropriately when required Provide timely communication and customer updates Manage a steady workload while balancing deskside responsibilities How heavily involved are these individuals in conference room technology support? Moderately to heavily involve #J-18808-Ljbffr TEKsystems