Service Specialist II

Description

Join our team as an MSP Service Specialist II and take your career to the next level. This is more than just a support role—it’s an opportunity to grow, gain exposure to a wide range of challenging technical environments, and make a real impact with every client interaction.  We are seeking an experienced technical resource who thrives in a dynamic environment and enjoys working directly with users and clients. In this hybrid role, you will split your time between our office, remote support, and on-site client visits. The ideal candidate is a self-starter, motivated to solve problems, build strong client relationships, and deliver exceptional IT support in any situation. 

Primary responsibilities will be to provide technical support operations to: install, configure, test and troubleshoot our client’s IT infrastructure. This is a client facing position concentrated on resolving incidents and service requests from external clients and driving continuous service improvement initiatives. The Service Specialist II will measure, monitor and work to drive down Level 2 incident levels at the Service Desk relating to desktop, application, cloud, and infrastructure support.  Daily activity includes receiving, prioritizing, documenting and actively resolving and/or escalating incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution will include on-site use of diagnostic, remote monitoring, documentation and support desk tracking tools. This position will work closely cross-organizational teams toward the ongoing technical support of our clients. 

Requirements

Essential Duties and Responsibilities

• Provide technical support to end users via remote tools, phone, in-office assistance, and on-site visits.
   
• Troubleshoot and resolve issues related to Windows desktops/laptops, Microsoft 365, networking, printers, and mobile devices.
   
• Perform routine maintenance, system updates, and proactive monitoring to prevent issues.
   
• Escalate complex issues to senior engineers when needed, while working to maintain ownership of client satisfaction.
   
• Document support requests, solutions, and procedures in the ticketing system.
   
• Assist with client onboarding, device deployments, and technology refresh projects.
   
• Deliver excellent customer service, ensuring clients feel supported and confident in their technology.

Requirements

• 1.5+ years of IT support or help desk experience (Managed Services Provider experience a plus).
• Strong knowledge of Microsoft 365, Windows 10/11, networking basics (TCP/IP, DNS, DHCP, VPN).
• Excellent troubleshooting and problem-solving skills.
• Outstanding communication and interpersonal skills — comfortable working directly with end users.
• Ability to manage priorities, work independently, and follow through on commitments. 
• Valid driver’s license and reliable transportation for on-site client support.
• Capability and willingness to travel regionally in support of clients and projects.

Work Environment

XPERTECHS has an interactive, fast-paced work environment. Responsibilities may occasionally require an adjusted work schedule and/or evening/weekend hours in order to satisfy customer needs and position requirements. 

Security, Risk, and Compliance Roles

The position follows the policies and procedures outlined in the XPERTECHS Information Security Policy.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Education and/or Experience: This position requires a minimum of an Associate’s Degree (with a Bachelor’s degree preferred); at least 2 years’ recent Service Desk experience to the small or mid-sized business market; or an equivalent combination of education and/or experience. Must be able to effectively communicate in specific terms about technologies used by our clients, including Windows Server, Microsoft Exchange Server, HP Servers, Router/Switches, Firewall Appliances, VoIP and IP environment, and CAT5e/CAT6 Infrastructures.
• Knowledge, Skills and Abilities: Service Desk Technician must have a strong aptitude in OS repairs, Spyware and Virus removal, Hardware, Software, upgrades and troubleshooting. Must also have the ability to read computer instruction manuals, utilize Google Search and comprehend directions therein in order to remedy minor computer equipment malfunctions.
• Physical Demands: While performing the duties of this job, the employee is regularly required to communicate with and present information to others and access information using a computer for several hours at a time. Employees must have mobility throughout the office and may occasionally drive or ride up to 30 miles to other service locations. 
• Emotional Demands: The employee must be emotionally mature and be able to handle difficult and complex client and work-related situations. Candidates must possess strong problem solving, conflict resolution, and interpersonal skills. They must be self-driven and possess a positive mental attitude. 
• Client/Relationship Management: The Service Desk Specialist establishes and builds relationships with clients. Applies knowledge to the business and provides personalized, value-added service. Demonstrates willingness to meet or exceed needs of clients by pursuing improved courses of action; delivers products and services that best serve client needs; uses client feedback as a basis for improving service and performs necessary follow-up work without being prompted.
• Collaboration/Teamwork: Service Desk Analyst creates commitment to common goals; identifies competing interests and finds ways to balance them; values contributions of all team members and other constituencies; values team accomplishments over individual accomplishments; leverages others’ strengths and experiences to achieve team goals; co-operates with colleagues and shares resources.
• Intellectual Demands: Excellent written and verbal communication skills are essential, as well as effective organizational, multi-tasking, and prioritization skills. Candidates must be able to read, analyze, and interpret general industry periodicals, technical procedures and governmental regulations. They must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. They must be able to effectively present information and respond to questions from clients, vendors, employees, and the general public. 

All job requirements are subject to possible modifications. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Requirements are representative of minimum levels of knowledge, skills, and/or abilities to perform this job successfully; the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment is on an “at-will” basis.

Employee must be able to relate to other people beyond giving and receiving instructions: (a) can get along with other co-workers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, instructing, supervising, persuading or speaking to others; and (c) respond appropriately to constructive criticism from a supervisor.

 The base pay range for this position is expected to be between $44,900 and $67,600 per year, plus an annual on-target bonus if applicable; not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.