Harvey Nash
Base pay range
$58,000.00/yr - $60,000.00/yr
Job Title:
Service Desk Specialist
Department:
IT
Reports To:
Service Desk & IT Retail Field Manager
Location:
Matawan, NJ (On-site)
US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.
Summary The Service Desk Specialist provides timely phone support and executes IT-related tasks to support overall business operations. This role requires strong technical troubleshooting skills, excellent customer service, and the ability to work flexible shifts, including evenings and weekends.
Bilingual fluency in English and Spanish is required.
Key Responsibilities
Handle incoming service desk calls professionally and efficiently
Achieve 85% resolution rate for inbound incidents and requests
Track, assign, and elevate tickets using ServiceNow
Follow up on open tickets to ensure timely resolution
Create and manage user accounts and permissions in a multi-platform environment
Troubleshoot hardware, software, networking, and general IT issues
Provide how-to support for applications and tools
Escalate unresolved issues to internal teams or third-party vendors
Monitor third-party portals for proactive issue tracking
Support IT rollouts, upgrades, and ongoing projects
Maintain and update internal process documentation
Assist with desktop support and administrative IT tasks
Participate in after-hours on-call rotation
Qualifications Education:
Associate degree in MIS, Computer Science, or related field
OR minimum 2 years of relevant IT support experience
Skills & Experience:
Bilingual: English and Spanish (required)
Certifications (ITIL, Microsoft, Cisco) are a plus
Strong communication and interpersonal skills
Detail-oriented, self-motivated, and able to prioritize in high-pressure environments
Experience in a team-based, customer-focused support setting
A reasonable, good faith estimate of the minimum and maximum annual salary will be $58,000 $60,000 for this position with full benefits.
Seniority Level Not Applicable
Employment Type Full-time
Job Function Information Technology
Industries Retail
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Job Title:
Service Desk Specialist
Department:
IT
Reports To:
Service Desk & IT Retail Field Manager
Location:
Matawan, NJ (On-site)
US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.
Summary The Service Desk Specialist provides timely phone support and executes IT-related tasks to support overall business operations. This role requires strong technical troubleshooting skills, excellent customer service, and the ability to work flexible shifts, including evenings and weekends.
Bilingual fluency in English and Spanish is required.
Key Responsibilities
Handle incoming service desk calls professionally and efficiently
Achieve 85% resolution rate for inbound incidents and requests
Track, assign, and elevate tickets using ServiceNow
Follow up on open tickets to ensure timely resolution
Create and manage user accounts and permissions in a multi-platform environment
Troubleshoot hardware, software, networking, and general IT issues
Provide how-to support for applications and tools
Escalate unresolved issues to internal teams or third-party vendors
Monitor third-party portals for proactive issue tracking
Support IT rollouts, upgrades, and ongoing projects
Maintain and update internal process documentation
Assist with desktop support and administrative IT tasks
Participate in after-hours on-call rotation
Qualifications Education:
Associate degree in MIS, Computer Science, or related field
OR minimum 2 years of relevant IT support experience
Skills & Experience:
Bilingual: English and Spanish (required)
Certifications (ITIL, Microsoft, Cisco) are a plus
Strong communication and interpersonal skills
Detail-oriented, self-motivated, and able to prioritize in high-pressure environments
Experience in a team-based, customer-focused support setting
A reasonable, good faith estimate of the minimum and maximum annual salary will be $58,000 $60,000 for this position with full benefits.
Seniority Level Not Applicable
Employment Type Full-time
Job Function Information Technology
Industries Retail
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