Service Desk Specialist

We are seeking an IT Service Desk Specialist to join our Managed Services (MS) Team. Our Service Desk Specialists play an important role in our organization by providing first contact technology support for our Managed Services clients. A broad understanding of Microsoft Operating Systems and Office Suite troubleshooting - along with great customer service and communication skills - are essential to this position.

Who you are: The ideal candidate is a customer-focused troubleshooter with a passion for clear communication, structured problem-solving, and delivering fast, accurate resolutions. You take initiative, stay organized, and thrive in an environment where independent work and attention to detail directly impact customer satisfaction.

About Us:

Knight Office Solutions (KOS) is an independent technology dealer representing some of the best names in imaging, workflow, and IT. KOS has been voted as a Top Place to Work in San Antonio for 12 straight years. Our mission is to help our customers reach their goals by providing client-focused technology solutions supported by a culture of service excellence and a commitment to doing the right thing.

When you join the Knight team, you will enjoy:

• Leadership that promotes a balanced life which prioritizes faith, family, health, and work.
• A culture driven by our core values focused on honesty, integrity, giving back to the community, and enjoying what you do!
• A fast-paced growth industry focused on office technology.
• Access to local leadership.
• Volunteer Paid Time Off to give back to charitable and community organizations that matter to you.
• Opportunities for professional growth and development.
• Friendly and inclusive work environment that values teamwork, feedback, and collaboration.

Also, a complete benefit package that includes:

• Medical
• Dental
• Vision
• Life Insurance
• Accidental death and disability insurance
• Short- and long-term disability insurance
• 401K (with company match)

Learn more about Knight Office Solutions here .

Job Overview and Requirements :

The Service Desk Specialist is responsible for providing timely, first-level triage, troubleshooting, and resolution of incoming technical support requests via phone calls and emails. They are responsible for supporting Office 365 account management, Active Directory account management, application installs, and general desktop troubleshooting, while providing legendary customer service and adhering to Customer Service, Service Level Agreement (SLA), and First Response goals.

Essential Duties and Responsibilities

• Ticket Management: Receive, prioritize, and document customer support requests from chats, emails, phone calls, and in-person ensuring tickets are coded and triaged to company standards.
• Technical Support: Provide level 1 remote support and resolution of end users' tickets by leveraging existing and new tools including but not limited to ConnectWise RMM, Datto platforms, SentinelOne, and Acronis; escalate complex or out-of-scope Incidents and Service Requests to appropriate service groups as necessary.
• Knowledge Management: Participate in the creation and updating of Knowledge Base articles in IT Glue; ensure documentation is kept up to date.
• On-Call: Perform on-call duties - when applicable - as outlined in the On-Call SOP, including but not limited to answering after hours calls, resolving after hours tickets, and reviewing and responding to service alerts.
• Project Support: Participate in service delivery support of on-boarding's, projects, and other special tasks as assigned.

Primary Objectives:

• Provide timely first-level support for customer technical support requests.
• Achieve Service Desk goals for First Response, First Contact Resolutions, Customer Satisfaction, and SLAs as defined by Service Level Objectives.
• Maintain regular communication with customers throughout the support request process.
• Follow operational policies, processes, and procedures as they pertain to the Service Desk and company.
• Be mindful of opportunities to improve service delivery and resolutions; provide feedback and recommendations to supervisors for improvements.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Skills & Qualifications

• High school diploma or GED required; 1+ year of IT support experience or equivalent training. Some college preferred.
• CompTIA A+, Network+, Security+ or Microsoft Fundamentals certifications preferred (or ability to obtain within required timeframe).
• Strong attention to detail , professionalism, and adherence to ethical standards.
• Excellent customer service , communication, and teamwork skills.
• Ability to prioritize tasks , follow procedures, and maintain accurate documentation.
• Demonstrated initiative , reliability, and willingness to learn and improve processes.
• Strong problem-solving skills with the ability to work independently and handle interruptions effectively.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) ; experience with Microsoft Access or E-automate a plus.
• Ability to read and write basic business correspondence and communicate effectively with customers and team members.
• Basic math skills, including working with percentages, ratios, and whole number calculations.
• Ability to follow written, verbal, and diagram instructions and resolve routine problems using sound judgment.
• Must be able to sit for extended periods, communicate clearly, perform light lifting (up to 10 lbs), and maintain close-range vision for computer work.

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Apply today!

Step 1: Apply to the position by submitting your resume, cover letter, and any relevant work examples demonstrating your expertise to Knight Office Solutions' Careers Page or via a job board.

Step 2: After you apply, we invite you to participate in a Culture Index Survey . This is 2-question survey helps us to apply your work-related needs to our position requirements, and it is also used to assist us in the development of our employees. The survey takes approximately 8 - 10 minutes to complete.

Please click Here or use this address, , to complete the survey and select the position that you are applying for - Service Desk Specialist . For optimal visual of directions, it's recommended that you take the survey on a computer or tablet.

Knight Office Solutions is 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, disability, or status as a protected veteran.

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