IT Service Desk Support Specialist

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POSITION SUMMARY

The IT Service Desk Support Specialist provides advanced technical support to employees across Colonial Group and serves as the Service Desk Manager’s primary day-to-day partner for operational oversight. This role owns escalation management, deeper troubleshooting, root-cause analysis, and resolution of complex incidents and requests; ensures consistent ticket quality and knowledge capture; and coordinates closely with infrastructure, security, application teams, and vendors as needed. In addition, this position plays an active role in planning, managing, and executing service desk projects and continuous improvement initiatives to strengthen reliability, security, and the overall end-user experience.

JOB EXPECTATIONS/DUTIES

• Provide IT support and guidance to Colonial Group end users with clarity, patience, and professionalism.
• Troubleshoot and resolve escalated incidents and service requests that require advanced analysis beyond Tier 2, coordinating next steps and communications, and resolution planning.
• Perform root-cause analysis, identify recurring issues and trends impacting Colonial Group, and drive permanent fixes through documented problem records and corrective actions to reduce repeat tickets.
• Support Microsoft 365 applications and services (Outlook, Teams, OneDrive/SharePoint) and partner with other IT teams to coordinate remediation, communications, and follow-through on escalations.
• Oversee the configure, and troubleshoot desktops/laptops, peripherals, and network printing; manage vendor support and escalations and ensure timely resolution and documentation.
• Create, update, and maintain accurate ticket records, work logs, and knowledge base documentation (troubleshooting guides and user instructions), and establish/encourage documentation standards across the Service Desk.
• Plan, manage, and execute Service Desk projects and improvement initiatives (intake, requirements, timelines, coordination, testing, communications, rollout, and documentation) in partnership with the Service Desk Manager and stakeholders.
• Work closely with the Service Desk Manager to provide day-to-day oversight of Service Desk operations: monitor assigned queues, prioritize work, assign/reassign ticket ownership as needed, and ensure SLAs are met through timely updates and appropriate escalation.
• Work closely with escalation teams to ensure quick turnaround time for complex issues, provide clear status/ETA updates, and confirm resolution with end users.

QUALIFICATIONS/REQUIREMENTS

• Service Desk/Help Desk/Desktop Support experience, including ownership of escalated tickets, demonstrated leadership/mentoring, and strong proficiency with an ITSM ticketing system.
• Associate degree or relevant technical certifications preferred (e.g., CompTIA A+/Network+, Microsoft fundamentals, or equivalent hands-on experience); ITIL Foundation and/or basic project management training preferred.
• Strong knowledge of Windows 10/11, PC hardware, and common endpoint troubleshooting techniques; experience supporting printers and peripherals; and understanding of networking fundamentals and related concepts (TCP/IP, DNS, DHCP, VPN connectivity, Wi‑Fi troubleshooting, and basic switch/router concepts).
• Experience with project planning and execution, including defining scope, coordinating resources, managing timelines, communicating status, and driving deliverables to completion in a Service Desk/IT operations environment.
• Working knowledge of Microsoft 365 applications and services (Outlook, Teams, OneDrive/SharePoint), endpoint management and remote support tools; ability to support and coordinate service desk rollouts/changes.
• Experience with Microsoft 365, PDI, E1, and Microsoft Administration.
• Experience with identity and end point administration in Entre and Intune.
• Ability to collaborate effectively across IT teams and vendors, communicate clearly with end users and leaders, support day-to-day operational oversight with the Service Desk Manager, and drive projects/initiatives through completion with thorough documentation and follow-up.