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Part-Time Level 1 Service Desk Support Specialist

Part-Time Level 1 Service Desk Support Specialist

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This is a technical position that will work under the direction of the Service Desk Supervisor.  The Level 1 Service Desk Support Specialist provides outstanding customer support and adherence to Service Desk process and procedures, corporate policies, and industry best practices.  The Level 1 Service Desk Support Specialist is responsible for receipt and ownership of customer service requests and administration of tickets within service management system. The Level 1 Service Desk Support Specialist will prioritize tickets and events ensuring Service Desk focus.  The Service Desk Support Specialist displays outstanding technical and personal behavioral standards at all times.  This position is part of a 24X7X365 operational team supporting and maintaining the Vology client base.  The Level 1 Service Desk Support Specialist will be responsible for providing technical support for Vology customers during their assigned shift and will be responsible for working closely with their co-workers in a team atmosphere.


  • Consistently ensure that technical issues are properly identified, resolved, and escalated appropriately to Vology Technical support teams as required by procedures.
  • Maintain personal technical skillsets, in order resolve issues related to department tools, procedures, and clients’ network infrastructure.
  • Provide high quality customer service and follow through.
  • Follow posted escalation and notification processes as required.
  • Work with Service Desk Team Lead, Supervisor and Manager to suggest changes to the standard operating procedures and documentation and enforce these policy changes.
  • Perform other related duties and functions as assigned by the Service Desk Team Lead, Supervisor and Manager.


  • One to three years of working in a technical environment, supporting networks, telecommunications, servers, and applications with client desktop support experience possessing the following skills and capabilities:


  • Password reset
  • Adding Printers
  • Adding user Office 365
  • Killing hung Sessions in Terminal Servers
  • Cleaning up Spyware/Virus
    • Resolve slow browsing – Network and PC
    • Resolve Citrix printing issues
    • Resolve simple DNS issues and DHCP issues
    • Resolve simple Backup issues (Clearing space, restarting jobs)
    • Third party Application support with vendor maintenance contracts
    • Resolve Hardware issues leveraging Device Manager, etc.
    • Restarting Services on Servers
    • Clearing Space on drives
    • Simple VPN setup
    • Creating Distribution groups/Adding Members in Active Directory
    • Resolving Permission issues
    • Ridding PC of Crypto and more advanced Malware
  • Knowledge of Microsoft Office applications with basic skills required in using Microsoft Word and Microsoft Excel is required.
  • Extensive experience in computer software, including Office 365.
  • Must be able to work in a fast-paced multitasking technical and administrative environment
  • Competent oral and written communication, follow up, and interpersonal skills when working with various levels of technical and business individuals.
  • Ability to work shifts as assigned.  This may include weekends.
  • Organizational and problem solving skills.
  • Ability to work well under pressure.
  • Ability to work well in a team environment.


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