IT Service Desk Specialist

Responsibilities

• Provide desktop, laptop, and mobile device support, including diagnostics, problem resolution, and hardware/software upgrades.
• Interface directly with end-users via phone, chat, and email to resolve technical issues and provide best practices.
• Offer consultative and proactive services to end-users, agency technicians, and home office partners.
• Coordinate and support technical projects under the guidance of organizational leaders and project managers.
• Perform basic audio-visual and printer support.
• Maintain a continuous improvement mindset by suggesting practical improvements to existing programs and procedures.
• Participate in a 24/7 on-call rotation, including major holidays.

Requirements

• 5-7 years of related IT experience.
• 2+ years of dedicated IT Service Desk experience.
• High School degree.
• Proficiency in Microsoft operating systems, applications, and tools.
• Working knowledge of Mac OSX.
• Working knowledge of VMware, VDI, and Workspace 1.
• Strong organizational skills, attention to detail, and the ability to multi-task.
• Excellent oral and written communication skills.
• Ability to remain calm under pressure in a fast-paced environment.

Preferred Qualifications

• 5-7 years of specific IT service desk experience.
• Bachelor’s Degree.
• Associated technical certifications.

About the Company

MassMutual is a purpose-driven company dedicated to helping people protect their families and support their communities. Since 1851, we have built a strong, stable, and ethical business rooted in mutuality. We value diversity and inclusion, empowering our employees to reach their professional and personal goals within a vibrant and supportive culture.