Service Desk Specialist (Charlton, MA)

Our Customer is an endoscope manufacturer, offering systems for human and veterinary medicine as well as for industrial applications. They are headquartered in El Segundo, California.

Our Customer is seeking a Service Desk Specialist on a contract basis to act as the second level of contact for handling business partners' technical support issues. The primary focus is on desk-side support and resolution of incidents/service requests escalated from Service Desk Support Analysts or submitted via Self Service.

The Support Specialist will conduct problem management and create solution documentation, both for internal Service Desk use as well as business partner use.

This role is on-site in Charlton, MA.

Responsibilities:

• Serve as second-level technical support for business partners handling escalated incidents and service requests
• Provide deskside support and resolution for technical issues submitted through the service desk and self-service channels
• Perform problem management activities to identify root causes and prevent recurring issues
• Create and maintain solution documentation for internal service desk teams and end users
• Troubleshoot hardware, software, and peripheral issues, including desktops, laptops, printers, and desk phones
• Support operating systems, applications, and security tools across environments
• Manage and prioritize multiple technical requests while maintaining high service quality

Skills and Qualifications:

• Associate’s degree or equivalent experience
• Familiarity with ITIL processes and frameworks
• ITIL v3 or 2011 certification
• Help Desk or Desktop Support technical certifications
• Advanced knowledge of Windows and Apple operating systems
• Experience with Active Directory, Microsoft Office Suite, and ticketing systems
• Strong knowledge of desktop and laptop hardware
• Experience supporting peripherals such as printers and desk phones
• Strong troubleshooting and problem-solving skills
• Strong verbal and written communication skills
• Strong organizational and prioritization abilities
• Ability to work in fast-changing environments
• Professional and customer-focused approach

Preferred:

• Scripting knowledge

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.