Sr. Service Desk Support Specialist

SR. SERVICE DESK SUPPORT SPECIALISTPurposeOur clients rely on the IT services we provide to support their customers, employees, and communities. Building client confidence through timely, professional, friendly, and knowledgeable remote support is essential to being the IT leader we strive to be. Additionally, Corsica depends on the efficiency of Service Desk team members to keep costs low. The purpose of the Sr. Service Desk Support Specialist is to deliver client-centered, efficient Level 2 remote support. As an intermediate-level technician, the Sr. Service Desk Support Specialist helps minimize downtime and disruption by resolving more complex, non-standard technical issues.ResponsibilitiesThe responsibilities for this position include: Receive, categorize, and triage incidents and requests.Troubleshoot and resolve advanced incidents to restore service quickly.Implement low-risk, standard changes requested by end users.Follow documented standard operating procedures and knowledge articles.Collaborate with the team and escalate issues to management when needed.Maintain technical proficiency through ongoing learning.Maintain accurate ticket notes, documentation, and knowledge base updates.Competencies and QualitiesQualified candidates must meet the following job requirements: Able to function effectively in a high-paced environmentAble to make independent decisions that support customer satisfaction on the Service DeskDemonstrates empathy and considers the client perspective in all service interactionsUses time effectively and completes tasks on timeAble to work collaboratively, communicate clearly, and maintain strong attention to detailMeets client and corporate expectations for attendance, quality, and performanceStrong analytical and problem-solving skillsWorks independently and exercises discretion on significant mattersStrong communication and client service skillsMust have intermediate experience with each of the following:System hardware, software, and operating systemsActive Directory and Group Policy administrationMust have basic experience with each of the following:Cloud solutions such as Office 365 and Google AppsNetworking concepts such as TCP/IP, DNS, and DHCPSwitches, firewalls, and advanced infrastructureExperience with each of the following is a plus but not required:Cloud-based data-centers such as Azure and AWSServer applications such as SQL Server and RDSVoice technologies and phone systemsTechnical Expertise: Strong knowledge of Windows/Mac OS, Office 365, Active Directory, network troubleshooting (VPN, Wi-Fi), and hardware maintenance.Communication: Communicate effectively with users and document solutions clearly.Problem-Solving: Work independently under pressure and manage multiple priorities.Education, Experience, and CertificationsRequiredMust have at least a high school diploma or GED.3-5 years of Service Desk experience; MSP experience is a plusMust have at least 2 certifications from vendors such as Apple, CompTIA, or Microsoft. PreferredBachelor’s degree or better is preferred.Managed service provider (MSP) experienceSupervisory ResponsibilityThis position has no direct reports and does not supervise the work of others. The role is responsible for self-managing time and priorities based on incoming tickets, in accordance with Corsica policies and procedures.Work EnvironmentWork is typically performed in a climate-controlled office. The role requires standard office equipment (computers, phones, and multi-function printers) as well as specialized tools and software to troubleshoot and maintain systems and infrastructure.TravelLess than 1% travel is required.Physical DemandsThe candidate must be able to lift 20 pounds or more. The role involves sitting for extended periods and may occasionally require bending, lifting, and driving.Position Type/Expected Hours of WorkThis is a full-time position: five eight-hour days (40 hours) per week. A one-hour lunch break is provided. Corsica provides 24x7x365 coverage, so shift times may vary based on business need; assigned shifts will be communicated in advance.Other DutiesThis job description is not intended to be an exhaustive list of all duties and responsibilities. Duties and responsibilities may change at any time, with or without notice.

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