Service Desk Specialist
$65,000–$77,000 year
On-site · Indianapolis, Indiana, United States
Job Summary
Provide Level 1 and Level 2 IT support for hardware, software, and network-related issues; diagnose and resolve issues involving Windows OS, Microsoft 365 (Outlook, Teams, Excel, Word, PowerPoint, Access); troubleshoot PC hardware, peripherals, printers (Ricoh), Zebra devices, and mobile phones; support Microsoft Teams Rooms (MTR), AV setups, virtual meeting technologies and site support activities (office moves, setups, upgrades); walk users through solutions and ensure clear communication throughout the resolution process; assist with network troubleshooting alongside infrastructure teams; maintain and support Active Directory; support SCCM processes, including OS deployment, imaging (F12), and software installations; ensure compliance with IT policies including security patching and vulnerability remediation; manage and track incidents using ticketing systems (ServiceNow preferred); follow ITIL-based processes and contribute to continuous improvement; participate in Pymetrics assessments during application process.
Required Qualifications
- IT related degree or relevant experience
- 5+ years of hands-on IT support experience (Help Desk, Desktop Support, or similar)
- Strong knowledge of Windows operating systems, Microsoft 365 / Office Suite
- PC hardware and mobile device support
- Experience with SCCM / endpoint management tools and software deployment (Software Center / Company Portal)
- Experience with ServiceNow or similar ticketing systems
- Strong customer service orientation and problem-solving mindset
- Ability to manage multiple priorities in a fast-paced environment
- Excellent communication and collaboration skills
- Self-starter with ability to work independently and in a team
- Onsite IT support experience or willingness to operate in an on-site Indianapolis, IN environment
- Ability to follow ITIL-based processes and contribute to continuous improvement
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