Versatrust
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Service Desk Specialist
role at
VersaTrust This range is provided by VersaTrust. Your actual pay will be based on your skills and experience talk with your recruiter to learn more. Base pay range
$48,000.00/yr - $65,000.00/yr Job Description Who we are
Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner. Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion. What The Role Is Service Desk Specialist - Onsite
Reports To:
Service Desk Team Lead About The Role
The Service Desk Specialist - Onsite role provides Tier 1 support to clients, addressing and resolving desktop hardware, software, and peripheral issues while maintaining recurring onsite commitments to designated client(s). As a key part of the support team, this role works directly with clients to ensure efficient and effective problem resolution. The Service Desk Specialist - Onsite collaborates closely with the Service Desk Team Lead and other team members supporting tactical and operational needs specific to each client environment. This position is essential for maintaining high levels of client satisfaction by delivering effective solutions, clear communication, and setting reasonable expectations. Accountabilities Client Support and Service Delivery Provide direct, onsite Tier 1 support to clients, addressing and resolving desktop, application, and peripheral issues in a timely manner. Maintain recurring onsite commitments to static clients, serving as an onsite technical resource for immediate client needs. Build and maintain strong client relationships, ensuring a thorough understanding of each clients environment and requirements. Manage client IT systems in line with service level agreements (SLAs) and standard operating procedures (SOPs). Update and maintain customer documentation to support consistent, high-quality service. Track and update support tickets in real-time within Network Coverages ticketing system. Maintain a daily 80% billable rate while managing onsite tickets and providing remote assistance as required. Perform additional tasks and responsibilities as directed by the Service Desk Team Lead or Service Desk Manager to meet NetCovs operational objectives.
Infrastructure Management and Optimization
Perform routine checks and updates on client hardware and systems if onsite, addressing potential issues proactively. Collaborate with the managed services team to identify client trends and recommend proactive solutions when necessary. Contribute to team knowledge by producing and updating technical documentation related to client systems as needed.
Client Communication and Continuous Improvement
Maintain clear and professional communication with clients, setting expectations and providing updates on ticket progress. Identify opportunities to enhance service efficiency, implement best practices and process improvements where possible. Respond to customer inquiries and complaints promptly and professionally, addressing issues onsite whenever feasible. Stay informed on industry advancements and continuously enhance technical skills to improve support quality.
Technical Expertise Knowledge, Skills, and Abilities (KSAs) Required
Foundational understanding of IT infrastructures, including client/server models, Windows and Mac OS, network protocols, virtualization, and endpoint security. Proficiency with Microsoft client operating systems, Active Directory, DNS, DHCP, Exchange/Office 365, and core desktop applications. Familiarity with LAN/WAN connectivity, firewalls, and wireless network solutions.
Problem-Solving And Time Management
Ability to diagnose and resolve basic technical issues quickly and effectively within an onsite environment. Experience with troubleshooting tools and techniques for endpoint and peripheral devices. Strong organizational skills with the ability to prioritize tasks effectively in line with client needs and SLAs.
Communication And Interpersonal Skills
Excellent verbal and written communication abilities for effectively explaining technical issues to non-technical stakeholders. Active listening skills to fully understand and address client issues. High attention to detail for accurate documentation and record-keeping.
Technical Competencies Qualifications And Experience
Associates Degree in Information Technology, Computer Science, Network Administration, or a related field (or equivalent work experience). 1-3 years of relevant IT support experience, particularly in roles involving client interaction and hands?on troubleshooting. Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft MCP, Cisco CCNA) are desirable.
Role Logistics
This is a full?time position. This position will require participation in a recurring predetermined on?call rotation. Work setup will be hybrid. The employee is expected to report onsite as needed based on business requirements.
Seniority level
Entry level
Employment type
Full?time
Job function
Information Technology
Industries
IT Services and IT Consulting
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Service Desk Specialist
role at
VersaTrust This range is provided by VersaTrust. Your actual pay will be based on your skills and experience talk with your recruiter to learn more. Base pay range
$48,000.00/yr - $65,000.00/yr Job Description Who we are
Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner. Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion. What The Role Is Service Desk Specialist - Onsite
Reports To:
Service Desk Team Lead About The Role
The Service Desk Specialist - Onsite role provides Tier 1 support to clients, addressing and resolving desktop hardware, software, and peripheral issues while maintaining recurring onsite commitments to designated client(s). As a key part of the support team, this role works directly with clients to ensure efficient and effective problem resolution. The Service Desk Specialist - Onsite collaborates closely with the Service Desk Team Lead and other team members supporting tactical and operational needs specific to each client environment. This position is essential for maintaining high levels of client satisfaction by delivering effective solutions, clear communication, and setting reasonable expectations. Accountabilities Client Support and Service Delivery Provide direct, onsite Tier 1 support to clients, addressing and resolving desktop, application, and peripheral issues in a timely manner. Maintain recurring onsite commitments to static clients, serving as an onsite technical resource for immediate client needs. Build and maintain strong client relationships, ensuring a thorough understanding of each clients environment and requirements. Manage client IT systems in line with service level agreements (SLAs) and standard operating procedures (SOPs). Update and maintain customer documentation to support consistent, high-quality service. Track and update support tickets in real-time within Network Coverages ticketing system. Maintain a daily 80% billable rate while managing onsite tickets and providing remote assistance as required. Perform additional tasks and responsibilities as directed by the Service Desk Team Lead or Service Desk Manager to meet NetCovs operational objectives.
Infrastructure Management and Optimization
Perform routine checks and updates on client hardware and systems if onsite, addressing potential issues proactively. Collaborate with the managed services team to identify client trends and recommend proactive solutions when necessary. Contribute to team knowledge by producing and updating technical documentation related to client systems as needed.
Client Communication and Continuous Improvement
Maintain clear and professional communication with clients, setting expectations and providing updates on ticket progress. Identify opportunities to enhance service efficiency, implement best practices and process improvements where possible. Respond to customer inquiries and complaints promptly and professionally, addressing issues onsite whenever feasible. Stay informed on industry advancements and continuously enhance technical skills to improve support quality.
Technical Expertise Knowledge, Skills, and Abilities (KSAs) Required
Foundational understanding of IT infrastructures, including client/server models, Windows and Mac OS, network protocols, virtualization, and endpoint security. Proficiency with Microsoft client operating systems, Active Directory, DNS, DHCP, Exchange/Office 365, and core desktop applications. Familiarity with LAN/WAN connectivity, firewalls, and wireless network solutions.
Problem-Solving And Time Management
Ability to diagnose and resolve basic technical issues quickly and effectively within an onsite environment. Experience with troubleshooting tools and techniques for endpoint and peripheral devices. Strong organizational skills with the ability to prioritize tasks effectively in line with client needs and SLAs.
Communication And Interpersonal Skills
Excellent verbal and written communication abilities for effectively explaining technical issues to non-technical stakeholders. Active listening skills to fully understand and address client issues. High attention to detail for accurate documentation and record-keeping.
Technical Competencies Qualifications And Experience
Associates Degree in Information Technology, Computer Science, Network Administration, or a related field (or equivalent work experience). 1-3 years of relevant IT support experience, particularly in roles involving client interaction and hands?on troubleshooting. Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft MCP, Cisco CCNA) are desirable.
Role Logistics
This is a full?time position. This position will require participation in a recurring predetermined on?call rotation. Work setup will be hybrid. The employee is expected to report onsite as needed based on business requirements.
Seniority level
Entry level
Employment type
Full?time
Job function
Information Technology
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at VersaTrust by 2x Sign in to set job alerts for Service Desk Specialist roles.
Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr