Service Desk I MX

Job DetailsDescriptionThe IT Service Desk 1 position supports all first level technical incidents and service requests from multiple communication sources (email, phone, Teams) for the entire organization.This individual will be responsible for delivering prompt and expert technical assistance, ensuring minimal disruption to business operations:Customer Service Excellence: Provide superior customer service by maintaining a consistently professional, courteous, and knowledgeable demeanor. Cultivate positive relationships through active listening, prompt communication on progress, and a commitment to timely resolution or appropriate escalation.Incident and Request Management: Efficiently answer incoming technical requests, quickly analyzing, testing, and resolving issues.Log all incidents and service requests within the Incident Management System for accurate tracking and reporting.Accurately identify and classify incident types, recording symptoms and resolutions for knowledge base development.Technical Troubleshooting & SupportGood enterprise-level knowledge of Operating Systems (Windows 10/11, Mac OS, Windows Server) and Directory Services (Active Directory/Azure Active Directory) to diagnose and resolve complex customer issues.Manage corporate endpoint devices in a largely remote environment utilizing Microsoft Azure services (Intune, Autopilot, Microsoft Endpoint).Perform essential tasks within Active Directory and Azure Active Directory, including user account creation, password resets, group membership modifications, and account disablement.Provide comprehensive installation, usage, and troubleshooting support for Office 365 applications (Word, Excel, Outlook, PowerPoint, SharePoint, OneNote, and InfoPath).Perform basic troubleshooting for various internal company applications and connectivity issues for remote users.Escalation and Documentation: Apply established standards to resolve issues or escalate incidents to higher-level support when necessary. Maintain clear communication across all parties and provide technical briefings to staff members as required. Document processes to enhance team efficiency and knowledge.Required QualificationsExperience: A minimum of 2+ years of previous enterprise Service Desk or equivalent IT support experience.Communication: Excellent verbal and written communication skills, with the proven ability to articulate technical issues clearly and effectively to a non-technical audience.Highly team-oriented with the capacity to collaborate effectively with management, peers, and end-users.Demonstrated ability to think clearly, analyze, and solve problems under pressure.A proactive and self-motivated disposition, capable of working effectively unsupervised or unattended for periods of time.Adaptability and a willingness to embrace ongoing technological changes in a rapidly evolving IT environment.Problem-Solving: Strong creative problem-solving skills and a commitment to meticulous process documentation.Certifications: Possession of, or active pursuit toward, current industry certifications such as COMPTIA A+, Network+, Server+, Security+, or Microsoft Windows 10/11, Azure AZ-900 is a plus.Framework Knowledge: Familiarity with ITIL4 and ITSM principles is a strong advantage.Who We AreWelcome to arrivia. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we’re a merger of three powerhouse brands (in case you’ve heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.We’re focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We’re on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.We OfferMajor Medical InsuranceSavings FundFood AllowanceExclusive travel benefits and discountsOur Core ValuesHere at arrivia we…Stay Curious - Explore new challenges and make space to learn, grow and improveKeep it Real - Earn trust through open, honest and clear communicationOwn it - Seek ways to make an impact and take action.Win Together - Create a culture of connection and inclusion where everyone can be their best