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Service Request Support Jobs

3 jobs found

16d ago

IT Helpdesk Support Specialist II

PBS Radiology Business Experts Reno, NV

Reno, NV

16d ago

$24 - $26/hr Full time Active Directory End User Support Hardware Support

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Job Description

PBS Radiology Business Experts is seeking an on-site IT Helpdesk Support Specialist II in Reno, NV to provide frontline, technical support across PBS infrastructure, end-user computing, and business applications. This role focuses on resolving incidents through documented procedures, performing structured troubleshooting, and preparing clear technical intake before issues move to Tier 2 or Tier 3 teams.

You will act as the bridge between users and internal support groups, ensuring each case is diagnosed and documented with enough detail to support faster escalation and resolution. Work is typically ticket-driven and routed through defined escalation paths.

Key responsibilities

Serve as the primary intake point for IT incidents and service requests via phone, email, and the ticketing system
Conduct structured troubleshooting using documented workflows and root-cause isolation techniques
Resolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problems
Support endpoint hardware such as desktops, laptops, printers, scanners, and other peripherals, including break/fix replacement
Administer Active Directory objects (users and groups) with least-privilege standards
Create, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group memberships
Troubleshoot Microsoft 365 services including Outlook connectivity, Teams issues, OneDrive sync, and SharePoint access
Perform basic network diagnostics such as IP configuration, DNS resolution, gateway reachability, and latency symptoms
Use RDP and approved remote support tools to troubleshoot endpoints and applications
Deploy and image workstations using standard build procedures and deployment tools
Install, update, and license approved software packages
Maintain accurate CMDB/asset records and complete ticket documentation
Identify recurring incidents and potential systemic issues, then escalate with supporting evidence
Handle limited, predefined SQL tasks in approved environments only (read-only queries or controlled updates)
Act as the initial technical contact for Imagine application incidents and service requests
Differentiate between user workflow errors, configuration/data issues, and system-level problems when triaging Imagine and other requests
Apply documented fixes and known workarounds for common Imagine issues
Collect detailed diagnostics including logs, screenshots, timestamps, reproduction steps, and user context
Escalate to Tier 2/3 internal teams or vendor support according to established escalation procedures
Track escalations and provide status updates to stakeholders

Requirements

5+ years of hands-on IT support or application support experience
Advanced Windows OS administration and troubleshooting skills
Strong experience with Active Directory and access management
Enterprise Microsoft 365 administration and support experience
Experience working in structured, ticket-driven support environments
Strong understanding of escalation thresholds and operational boundaries

Technologies you will use

Windows OS, Active Directory, Microsoft 365, Outlook, Teams, OneDrive, SharePoint
RDP, SQL, CMDB

Location: Reno, NV (onsite)
Compensation: USD 24–26 per hour
Experience: 5+ years

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1mo ago

Service Desk Analyst

Hancock Whitney Gulfport, MS

Gulfport, MS

1mo ago Closed

Full time Computer Skills Customer Service Customer Support

This position is no longer accepting applications (closed Oct 25, 2026).

Job Description

The Service Desk Analyst delivers Level 1 IT support for incidents and service requests, supporting a consistent, positive technology experience for associates. This role manages request documentation, tracking, updates, and reporting through the organization’s workflow management system.

Role Overview

As the first point of contact for IT needs, the Service Desk Analyst answers and evaluates incoming assistance requests, prioritizes them appropriately, and guides users through diagnostic steps to identify the point of failure. Requests and call activity are logged and tracked in an IT Service Management system, with relevant information maintained in the knowledge base for historical reference.

Responsibilities

Answer, evaluate, and prioritize incoming IT assistance requests by phone, chat, self-service portal, e-mail, and in-person.
Support associates with issues related to PC hardware, software, networks, and other relevant technologies, tracking work as incidents and service requests.
Interview the caller to collect necessary details about the problem and guide the associate through diagnostic procedures to determine the point of failure.
Perform problem recognition, research, isolation, resolution, and follow-up for routine Level 1 user problems, and refer more complex issues to supervisor or appropriate technical staff (Level 2/3).
Log and track calls using the IT Service Management system.
Maintain historical records and related problem documentation in the knowledge base.
Act as a single point of contact for users throughout the incident life cycle.
Communicate incident trends to the Supervisor, Service Desk members, and other technology teams.
Comply with all applicable federal, state, and local banking and industry-related laws and regulations, including the Bank Secrecy Act.

Required Qualifications

One-year certificate from a college or technical school.
3+ months related experience and/or training, or an equivalent combination of education and experience.
Knowledge of ITIL and ITSM is preferable.
Proficiency with Microsoft Office products.
Excellent communication, analytical, customer service, and organizational skills.
Ability to travel if required to perform essential job functions.
Ability to work under stress and meet deadlines.
Ability to operate related equipment needed for essential job functions.
Ability to read and interpret a document if required for essential job functions.
Ability to lift/move/carry approximately 10 pounds if required. If unable to lift/move/carry this weight and an accommodation can be made without causing an “undue hardship,” the employee must be accommodated; otherwise, the physical requirement may be omitted.

Tools and Technologies

ITIL
ITSM
Microsoft Office
IT Service Management
Knowledge base
Workflow management system

Location

Gulfport, MS (Onsite)

Supervisory Responsibilities

None

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1mo ago

Technical Support Specialist

Brooks Rehabilitation Phoenix, AZ

Phoenix, AZ

1mo ago Closed

Full time Customer Support End User Support Help Desk Support

This position is no longer accepting applications (closed Oct 19, 2026).

Job Description

Brooks Rehabilitation is hiring a Technical Support Specialist to deliver advanced, onsite service desk support in a high-volume IT environment.

Responsibilities

Provide Tier I and Tier II technical support for hardware, software, connectivity, access, and other general technology issues.
Independently assess, prioritize, troubleshoot, and resolve assigned incidents and service requests in a timely manner.
Communicate clearly with customers, team members, leadership, vendors, and other support partners during the full lifecycle of each issue.
Meet established service-level targets for response, resolution, customer communication, documentation quality, and ticket ownership.
Monitor assigned work queues, provide timely status updates, and ensure tickets are properly resolved or escalated.
Document troubleshooting steps, customer updates, escalation details, and resolution notes accurately in the ITSM system.
Identify and escalate complex, urgent, or unresolved issues with appropriate details to support next-level resolution.
Support IT projects, technology deployments, procurement-related activities, and other service desk initiatives as assigned.
Participate in an on-call rotation to support after-hours incidents, escalations, and business-critical needs.
Maintain productive relationships with internal departments, business lines, vendors, and other IT teams.
Improve team effectiveness by sharing knowledge, assisting peers, and helping maintain clear support documentation.
Follow department policies, procedures, and service standards while completing other duties as assigned.
Install, configure, deploy, recover, and maintain end-user technology while ensuring asset records, inventory details, and assigned equipment are documented throughout the equipment lifecycle.
Perform other duties as assigned.

Requirements

Strong time management and prioritization skills
Ability to meet deadlines
Ability to manage multiple, sometimes competing priorities in a fast-paced environment
Ability to work independently and in a team environment, including problem-solving as issues arise
Strong communication and interpersonal skills
Capability to productively support Brooks IT staff
Excellent verbal and written communication skills
A+ or Network+ Certification
Advanced knowledge of a Windows environment
High proficiency with office technologies and computer applications, including MS Office products and the internet
Health Care experience preferred
ServiceNow experience preferred

Technologies

Windows
MS office products
ServiceNow
ITSM

Onsite Location

18500 64th Street, Phoenix, AZ

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