Service Desk Specialist

Employment: Remote Contractor
Company Base: US
Hours of Work: GY, 40hrs/week
Location: PH - Permanent WFH
Workstation: Equipment Provided

Benefits:

• 13th Month Pay
• Competitive Salary (USD Based)
• Permanent WFH
• Professional Growth and Training
• Supportive Work Environment

GENERAL DESCRIPTION:

The Service Desk Specialist role provides Tier 1 support to clients, addressing and resolving desktop hardware, software, and peripheral issues while maintaining recurring onsite commitments to designated client(s). As a key part of the support team, this role works directly with clients to ensure efficient and effective problem resolution. The Service Desk Specialist collaborates closely with the Service Desk Team Lead and other team members supporting tactical and operational needs specific to each client environment. This position is essential for maintaining high levels of client satisfaction by delivering effective solutions, clear communication, and setting reasonable expectations.

RESPONSIBILITIES AND DUTIES:

• Provide direct, Tier 1 support to clients, addressing and resolving desktop, application, and peripheral issues in a timely manner.
• Build and maintain strong client relationships, ensuring a thorough understanding of each client's environment and requirements.
• Manage client IT systems in line with service level agreements (SLAs) and standard operating procedures (SOPs).
• Update and maintain customer documentation to support consistent, high-quality service.
• Track and update support tickets in real-time within Network Coverage's ticketing system.
• Maintain a daily 80% billable rate while managing onsite tickets and providing remote assistance as required.
• Perform additional tasks and responsibilities as directed by the Service Desk Team Lead or Service Desk Manager to meet NetCov's operational objectives.
• Maintain clear and professional communication with clients, setting expectations and providing updates on ticket progress.
• Identify opportunities to enhance service efficiency, implement best practices and process improvements where possible.
• Respond to customer inquiries and complaints promptly and professionally, addressing issues whenever feasible.
• Stay informed on industry advancements and continuously enhance technical skills to improve support quality.

SPECIFIC SKILLS:

• Foundational understanding of IT infrastructures, including client/server models, Windows and Mac OS, network protocols, virtualization, and endpoint security.
• Proficiency with Microsoft client operating systems, Active Directory, DNS, DHCP, Exchange/Office 365, and core desktop applications.
• Familiarity with LAN/WAN connectivity, firewalls, and wireless network solutions.

SOFT SKILLS:

• Experience with troubleshooting tools and techniques for endpoint and peripheral devices.
• Strong organizational skills with the ability to prioritize tasks effectively in line with client needs and SLAs.
• Excellent verbal and written communication abilities for effectively explaining technical issues to non-technical stakeholders.
• Active listening skills to fully understand and address client issues.
• High attention to detail for accurate documentation and record-keeping.

Certifications (Optional):

• Associate's Degree in Information Technology, Computer Science, Network Administration, or a related field (or equivalent work experience).
• 1-3 years of relevant IT support experience, particularly in roles involving client interaction and hands-on troubleshooting.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft MCP, Cisco CCNA) are desirable.

Good to have: Experience with the US IT industry or US client support

Benefits:

• 13th Month Pay
• Competitive Salary (USD Based)
• Permanent WFH
• Professional Growth and Training
• Supportive Work Environment