Service Desk Specialist

Cybersecurity Advisors Network (CyAN)

. Field incoming help requests from end users via telephone, email through the ticketing system, and chat .

Posted 11/11/2026full-timeRemote • United StatesMid-LevelSenior💰 $50,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting and resolving issues within desktop operating systems, particularly Microsoft Windows and Office 365, while providing exceptional customer service and maintaining detailed documentation. Proficient in managing network environments and utilizing diagnostic utilities to enhance problem-solving efficiency.

Highest-signal resume keywords

Microsoft Windows ManagementOffice 365 TroubleshootingActive Directory AdministrationNetwork SupportExceptional Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Desktop Operating SystemsWindows Server ManagementActive DirectoryGroup PolicyTroubleshootingDiagnostic UtilitiesNetwork AppliancesApple MacOSClient Systems DocumentationProblem-Solving

Soft Skills

Customer ServiceInterpersonal SkillsAnalytical SkillsPrioritizationAttention to Detail

Certifications & Qualifications

Microsoft Support Certification

Industry Keywords

Service DeskTicketing SystemNetwork SupportTroubleshooting ProcessHigh-Pressure Environment

Tech Stack

Tools & technologies

FirewallsMacOS

About the role

Key responsibilities & impact

Field incoming help requests from end users via telephone, email through the ticketing system, and chat
Prioritize and work tickets, escalating to the appropriate client or internal team as needed
Respond to network and server alerts following documented processes
Document end-user identification information and issue details
Record, track, and document the Service Desk problem-solving process through final resolution
Record time spent on troubleshooting, research, and remediation for accurate client-contract labor reporting
Apply diagnostic utilities to aid troubleshooting
Create and maintain current documentation of client systems and environments
Provide basic network support for client systems
Test fixes to ensure issues are resolved
Evaluate documented resolutions and analyze trends to prevent future problems
Utilize advanced troubleshooting knowledge to resolve client computer and account-related issues
Fill one of two shifts: 7:30 am–4:00 pm CST or 9:30 am–6:00 pm CST

Requirements

What you’ll need

Degree in computer science and/or equivalent work experience
Microsoft Support or other relevant industry-standard certifications preferred
Significant experience with desktop operating systems in a domain environment, including Microsoft Windows (required)
Experience with Apple MacOS preferred
Experience managing/troubleshooting Windows Server environments
Experience managing and troubleshooting Active Directory, domain file sharing and permissions, and basic Group Policy
Experience managing/troubleshooting Office 365 accounts
Basic troubleshooting experience for routers, switches, firewalls, and other networking appliances and devices
Working knowledge of diagnostic utilities
Ability to research a wide range of computing issues
Ability to present ideas in user-friendly language
Exceptional written and oral communication skills
Exceptional interpersonal, documentation, analytical, problem-solving, prioritization, and customer service skills
Ability to absorb and retain information quickly
Highly self-motivated and directed
Keen attention to detail
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment

Benefits

Comp & perks

Opportunities for growth and learning
Healthy work-life balance
8 paid vacation days and PTO
Employer-paid health and dental insurance for CA employees
Great opportunities for career advancement
401k with employer matching
Paid time off to train for continuing education
Disability and life insurance
Employee and family events and activities