Service Desk Specialist - Level 1 - remote in Boston or Cleveland
Job Description
Job DescriptionSalary: 42,000
Job Description: Service Desk Specialist
Watch a quick 30-second video about the Service Desk Specialist role: https://somup.com/cT11D2Li2E
Company Overview:
Tabush Group is a leading provider of Desktop as a Service, Managed IT, and cybersecurity for small to midsize professional organizations. Our mission is to provide top-tier service so our clients can focus on what they do best.
Position Summary
This is a full-time in-office position ideal for someone who is passionate about technology, eager to learn, and looking to launch or grow their career in IT. While prior IT or MSP experience is a plus, it's not required. Were looking for someone who wants to be part of our team, contribute to our culture, and grow with us.
The Service Desk Specialist is the frontline for delivering exceptional technical support to our clients. Youll handle service requests, resolve issues, and escalate more complex problems. Success in this role means being resourceful, client-focused, and living our core values: teamwork, care, integrity, and innovation.
Key Responsibilities
- Provide Level 1 support for desktops, laptops, printers, mobile devices, and basic networking.
- Respond to inbound tickets, emails, and calls using the MSPs RMM and PSA tools (e.g., Autotask, N-central).
- Troubleshoot and resolve issues related to:
- Microsoft 365 (OneDrive, Teams, SharePoint)
- Windows OS and MacOS environments
- VPN and remote access
- Line-of-business applications - Escalate complex incidents to higher-tier engineers or vendors when needed.
- Follow documented processes and contribute to internal knowledge base articles.
- Track all work in PSA with accurate time entries, notes, and ticket status updates.
- Assist with user onboarding/offboarding processes (account creation, permissions, device setup).
- Maintain professionalism and communicate technical issues clearly to non-technical users.
- Suggest process improvements to enhance service desk operations and client experience.
Required Qualifications
- Working knowledge of:
- Microsoft Windows 10/11, Office 365 suite
- Remote support tools (e.g., ScreenConnect, TeamViewer, LogMeIn) - Strong customer service and problem-solving skills
- Ability to multitask and prioritize tickets effectively in a fast-paced environment
Preferred Qualifications
- 13 years experience in a help desk or IT support role, preferably at an MSP or IT services provider.
- CompTIA A+, Network+, or similar certifications
- Microsoft 365 or Azure Fundamentals certification
- Experience supporting cloud-based services and SaaS platforms
- Familiarity with Kaseya platforms (DattoRMM, Autotask, and ITGlue)
- Entry level so experience isnt required
- Top soft skills:
- Strong communicator speaks and writes clearly and professionally
- Loves tech genuinely interested in technology and how things work
- Team player wants to be part of the team and contribute to our culture
- Great attitude positive, dependable, and easy to work with
- Wants to grow eager to learn and build a career
remote work