Service Desk Specialist

Summary

Join the California Dental Association (CDA) as a Service Desk Specialist and provide comprehensive technical support to employees in hybrid and in-office environments. You will identify, analyze, and resolve hardware, software, and network issues, ensuring timely and effective solutions. Maintain a high level of customer satisfaction through clear and professional communication. Utilize the ITSM platform to manage incidents and service requests, adhering to defined SLAs. Diagnose and troubleshoot complex technical problems, escalating when necessary. Monitor system performance and recommend improvements. Maintain accurate documentation in knowledge bases and user guides. Support employee onboarding and offboarding processes. Collaborate with security teams to enforce IT policies and maintain compliance. This hybrid role offers a competitive salary ($68,000-$78,000), generous benefits, and opportunities for professional development.

Requirements

• Bachelor's degree in a technology-related field or equivalent experience
• A minimum of 2-4 years’ related job experience
• Performs work under minimal supervision
• Proficiency in diagnosing and resolving complex hardware, software, networking, and mobile device issues across Windows, macOS, and common SaaS applications (e.g., Microsoft 365
• Familiarity with ITSM tools (e.g., Freshservice) and basic understanding of ITIL practices
• Being consistently approachable, open to direct and truthful feedback; building trust and authentic professional relationships
• Focuses on meeting needs and exceeding expectations for those inside and outside the organization
• Demonstrated experience with remote support tools and practices in hybrid or distributed workforce environments
• Proven ability to contribute to process improvement initiatives, knowledge base creation, and documentation of support procedures
• Willingness to provide after-hours support or be part of an on-call rotation for critical systems or project deployments

Responsibilities

• Identify, analyze, and resolve hardware, software, and network issues for users in hybrid and in-office environments, ensuring timely and effective solutions
• Provide professional, patient, and clear communication to employees experiencing technical difficulties, managing expectations, and maintaining a high level of customer satisfaction
• Utilize IT Service Management (ITSM) platform to log, prioritize, track, and update incidents and service requests, ensuring adherence to defined SLAs
• Diagnose and troubleshoot complex technical problems remotely or onsite, escalating incidents when necessary to appropriate internal teams or external vendors
• Manage critical escalations, coordinating communication between affected users, internal IT teams, and third-party vendors to ensure timely resolution
• Monitor system performance using designated tools to proactively identify issues and recommend improvements aligned with organizational goals
• Maintain accurate and up-to-date documentation in knowledge bases and user guides to facilitate efficient problem resolution and promote self-service
• Manage multiple tasks and competing priorities effectively to meet or exceed response time and resolution targets
• Support employee onboarding and offboarding processes by configuring devices, provisioning access, and coordinating with relevant stakeholders
• Collaborate with security teams to enforce IT policies and maintain compliance with company security standards

Preferred Qualifications

• Basic scripting knowledge (e.g., PowerShell, Bash) or automation tool exposure is a plus
• A+, Networks+, Security+
• Microsoft 365 Administrator
• Microsoft 365 Endpoint Administrator
• Knowledge of scripting languages such as PowerShell, Python, Power Automate, etc

Benefits

• Remote and hybrid flexibility and technology to support remote work
• Generous time off program starting at 22 days of PTO and 13 paid holidays (includes a floating holiday and winter closure)
• Highly competitive medical, dental and vision plans, including FSA and HSA account options
• 401(k) plans, with a generous match and safe harbor contributions upon eligibility
• Paid parental leave
• Wellness programs, including incentives and an In-Shape Family Fitness discount
• Opportunities for professional development, training and leadership skill-building
• Critical illness, accident, life, pet, short term and long-term disability insurance options
• Employee Assistance Program (EAP) for support navigating day-to-day challenges