Desktop Support Specialist

Responsibilities

• Deliver 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.

Experience

• Minimum 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.