Massachusetts Veterans Jobs

Description

We are in search of a Service Desk Specialist to become an integral part of our team in the Education industry, based in Holyoke, Massachusetts. The role involves handling a variety of technology-related queries from our clients through multiple platforms including in-person, telephone, email, web, and chat. Your critical functions will include processing service requests, problem identification, and implementing appropriate troubleshooting strategies.

Responsibilities:

• Utilize various tools, research, and knowledge bases to troubleshoot and resolve technical problems or fulfill service requests

• Document all user interactions, troubleshooting steps, issue resolution activities, and service request fulfillment procedures in the Service Desk ticket tracking system

• Proactively monitor unresolved problems, inquiries, requests, and tickets to ensure timely resolution and high levels of customer satisfaction

• Contribute to the IT knowledge base by updating and creating documentation for supported software and services

• Assist in the coordination of issue resolution, including configuration of hardware, software, account management, and IT services

• Comply with all policies and procedures associated with IT Service Management (ITSM)

• Participate in the planning and deployment of new and upgraded services

• Maintain an awareness of advancements in technology that could impact effectiveness across the organization

• Represent the IT Service Desk in meetings and information planning sessions

• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, and assist in implementing the necessary changes.

Requirements

• Proficient in handling Service Desk Tickets and Support Tickets

• Experience with Ticketing Systems and ITSM Tools

• Strong Customer Service skills

• Ability to deliver Superior Customer Service

• Familiarity with Password Reset procedures and Password Changes

• Capable of managing issues related to Logins

• Ability to work independently and as part of a team

• Strong problem-solving skills and attention to detail

• Excellent communication and interpersonal skills.

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .