Sr. Service Desk Support Specialist

SR. SERVICE DESK SUPPORT SPECIALIST

Purpose

Our 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.

Responsibilities

The 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 Qualities

Qualified candidates must meet the following job requirements:

• Able to function effectively in a high-paced environment
• Able to make independent decisions that support customer satisfaction on the Service Desk
• Demonstrates empathy and considers the client perspective in all service interactions
• Uses time effectively and completes tasks on time
• Able to work collaboratively, communicate clearly, and maintain strong attention to detail
• Meets client and corporate expectations for attendance, quality, and performance
• Strong analytical and problem-solving skills
• Works independently and exercises discretion on significant matters
• Strong communication and client service skills
• Must have intermediate experience with each of the following:
  • System hardware, software, and operating systems
  • Active Directory and Group Policy administration
• Must have basic experience with each of the following:
  • Cloud solutions such as Office 365 and Google Apps
  • Networking concepts such as TCP/IP, DNS, and DHCP
  • Switches, firewalls, and advanced infrastructure
• Experience with each of the following is a plus but not required:
  • Cloud-based data-centers such as Azure and AWS
  • Server applications such as SQL Server and RDS
  • Voice technologies and phone systems
• Technical 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 Certifications

Required

• Must have at least a high school diploma or GED.
• 3-5 years of Service Desk experience; MSP experience is a plus
• Must have at least 2 certifications from vendors such as Apple, CompTIA, or Microsoft.

Preferred

• Bachelor’s degree or better is preferred.
• Managed service provider (MSP) experience

Supervisory Responsibility

This 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 Environment

Work 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.

Travel

Less than 1% travel is required.

Physical Demands

The 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 Work

This 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 Duties

This 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.