Description & RequirementsThe Role
The Employee Technology Support (ETS) team is seeking a Service Specialist to deliver high-quality 2nd and 3rd line support across Windows, Mac OS, desktops, laptops, and mobile devices. You will partner with Service Desk, Technician, and Mobile teams as the primary escalation point for complex issues. You will also support problem management and assist with maintaining key infrastructure tools and collaboration spaces, whil e maintaining strong relationships with key stakeholders and business partners.
What You'll Do
- Provide Service Desk, Desktop, and Mobile escalated support, prioriti z ing employee productivity and experience
- Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery
- Use dashboards and internal tools to prioriti z e and manage workload
- Drive first time resolution and high-quality ticket handling
- Identify automation and efficiency opportunities
- Contribute to and use the knowledge base; identify gaps and partner with the Knowledge Management team
- Partner with the Continuous Improvement and Product teams to drive service improvements
- Proactively spot patterns and trends across the environment; raise tickets with the Incident Management team for any widespread or systemic problems, and drive resolution before issues escalate to wider business disruption
Tools include: AD, SCCM, Citrix, PaperCut , StreamLine , vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, CyberArk, ForeScout, ITLocate , JAMF, and CUCM.
You'll Need
Core Technical Knowledge
- Strong working knowledge of Windows, including Active Directory - user and computer management, GPOs, OU structure, and group membership
- Solid understanding of Mac OS - configuration, troubleshooting, and management in a corporate environment
- Hands-on experience with SCCM for software deployment, patch management, and device compliance reporting
- Good understanding of networking fundamentals - DNS, DHCP, TCP/IP, VPN, and common connectivity troubleshooting
- Knowledge of software deployment processes and familiarity with enterprise package management tools
- Experience supporting mobile devices (iOS/Android) in a corporate MDM environment (e.g., Intune, JAMF)
Professional Skills
- Passion for technology and enhancing the employee experience
- Strong problem-solving and time management skills
- Ability to work in a fast-paced, global environment
- Capability to manage and deliver regional projects
- Strong sense of ownership - transparent, accountable, and committed to doing what is right for employees, the team, and the business
- Clear and effective communication skills, including with senior stakeholders
- Root cause analysis skills - "Chase the why"
We'd Love to See
- Degree in Computer Science, Networking, IT Security, or a similar field - or equivalent industry experience
- Knowledge of Cisco, Slack, Miro, AI productivity tools and AV support
- Familiarity with Python, PowerShell, or other scripting languages
- ITIL certification
- CompTIA A+
Salary Range = 85,000 - 100,000 USD Annual + Benefits
The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.
We offer one of the most comprehensive and generous benefits plans available and offer a range of total rewards that may include merit increases, incentive compensation (exempt roles only), paid holidays, paid time off, medical, dental, vision, short and long term disability benefits, 401(k) +match, life insurance, and various wellness programs, among others. The Company does not provide benefits directly to contingent workers/contractors and interns.
