Support Specialist, Enterprise Service Desk

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Specialist, Enterprise Service Desk based in United States. This role is an opportunity to join a 24/7 global IT service desk focused on delivering exceptional, customer-centered technical support. You will serve as a first point of contact for end users, resolving a broad range of hardware, software, access, and connectivity issues. Working across phone, email, chat, and self-service channels, you’ll combine technical troubleshooting with a polished, “white glove” customer experience. The position offers exposure to enterprise IT environments, service management practices, and modern support technologies. You’ll collaborate closely with other technical teams, escalate complex issues appropriately, and contribute to continuous improvement. This is a fast-paced environment where communication, ownership, and problem-solving are highly valued. Provide first-line technical support to end users through phone, email, chat, and self-service portals, delivering timely and professional assistance. Diagnose and resolve issues involving desktops, laptops, printers, peripherals, operating systems, productivity applications, and other common IT technologies. Support password resets, account unlocks, access requests, remote assistance, and other user administration activities. Troubleshoot network and connectivity issues, including internet access and VPN-related problems. Create, document, update, and track incidents and service requests using an IT service management ticketing platform. Escalate complex or unresolved issues to appropriate higher-level technical teams while maintaining ownership and clear communication with the customer. Meet established service-level agreements, performance targets, and first-contact resolution objectives. Use and contribute to internal knowledge resources to improve resolution speed, consistency, and overall service desk effectiveness. Communicate technical information clearly and empathetically, ensuring users understand resolutions, next steps, and expected timelines. Participate in training, team development, and continuous improvement initiatives designed to strengthen technical capabilities and customer experience. Collaborate effectively with colleagues across a 24/7 support environment and contribute to a culture of accountability, learning, and service excellence. Requirements At least 2 years of service desk experience, preferably within a managed service provider (MSP) environment. Strong technical background with experience supporting Windows operating systems, Microsoft Office 365, Azure Active Directory, Active Directory, and Exchange/Office 365; macOS knowledge is a plus. Familiarity with IT service management concepts, incident and request management, and ITIL practices; ITIL knowledge or certification is preferred. Experience with ServiceNow or a comparable IT service management ticketing platform is preferred. Experience using remote assistance tools and supporting users in distributed environments. Strong troubleshooting, analytical, problem-solving, and time-management skills, with the ability to manage multiple priorities under pressure. Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users. A customer-centric mindset, demonstrating empathy, patience, professionalism, and a commitment to service excellence. Ability to work collaboratively as part of a team while taking ownership of assigned issues and responsibilities. A continuous-improvement mindset and willingness to learn new technologies, processes, and support practices. Bachelor’s degree or equivalent experience in Computer Science, Information Systems, or a related field is preferred. Technical certifications such as CompTIA A+, Microsoft certifications, or similar credentials are a plus. Willingness and ability to w