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Sr. Service Desk Specialist – Tier 1
| Company | Fortitude Reinsurance |
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| Location | New York, NY, USA |
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| Salary | $70000 – $80000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- 2+ years of experience in an IT help desk environment, with a strong foundation in customer service excellence.
- Familiarity with Azure Virtual Desktop (AVD) and basic IT infrastructure.
- Understanding of user account management (Active Directory, Office 365).
- Basic knowledge of networking (e.g., IP configuration, VPN).
- Strong communication and customer service skills.
- Ability to manage a high volume of tickets and escalate as necessary.
- Experience with AWS (Amazon Web Services) is essential.
- Ability to write clear and concise IT documentation.
- Excellent troubleshooting, communication, and interpersonal skills.
Responsibilities
- Respond to user requests for IT support via ticket system, telephone, email, and Teams.
- Basic troubleshooting for Azure Virtual Desktop (AVD) and other IT services.
- Provisioning and deprovisioning user accounts and setting up access permissions.
- Assist with software installations, upgrades, and patching.
- Handle IT ticketing system, ensuring timely and effective responses to issues.
- Support mobile device management (MDM) for device enrollments and basic troubleshooting.
- Monitor systems and escalate issues to L2 or L3 as necessary.
- Participate in IT operations such as asset tracking and inventory management.
- Provide end-user guidance for common IT issues (e.g., password resets, software usage).
Preferred Qualifications
- Previous experience with Okta and Jira is preferred but not mandatory.
