Desktop Support Specialist

ResponsibilitiesDeliver efficient, effective customer service via phone and online ticketing.Troubleshoot and resolve end-user technical issues, following ITIL best practices.Document and maintain knowledge base, and escalate unresolved issues appropriately.Contribute to daily turnover reports and ensure coverage for answering calls.Participate in Service Desk projects and support technology deployments.Uphold Mass General Brigham values: service commitment, innovation, teamwork, and integrity.ExperienceMinimum of 1-year customer service experience; phone and technical support experience preferred.Strong communication, analytical, and problem-solving skills.Familiarity with operating systems, networking basics, mobile devices, and ITSM practices.