[Remote] Service Desk Specialist - Student

Note: The job is a remote job and is open to candidates in USA. GlassHouse Systems (GHS) is an enterprise systems and managed services solutions provider that develops, designs and deploys solutions for leading enterprises in Canada and the US. The IT Service Desk Specialist (Junior) is responsible for monitoring IT systems, triaging incoming tickets, performing first-level troubleshooting, and providing remote end-user support.ResponsibilitiesProvide technical support to internal and external users by diagnosing and resolving issues related to desktops, laptops, mobile devices, and peripheral hardwarePerform initial triage of all incoming tickets, apply L1 troubleshooting, and escalate incidents to appropriate Subject Matter Experts when requiredSupport security and access management, including user provisioning, access control updates, and enforcement of policies for data and remote accessAssist with infrastructure monitoring by reviewing alerts, gathering KPI data from monitoring tools for monthly reporting, and supporting stable day-to-day IT operationsMaintain accurate documentation by recording all incidents, actions, and resolutions in the ticketing system and keeping procedures and knowledge articles up to dateManage IT inventory and assets, ensuring proper tracking, documentation, and lifecycle management of hardware and software resourcesParticipate in operational improvements by identifying recurring issues, contributing to process enhancement initiatives, and completing additional assigned tasks that support overall IT service qualitySkillsCurrently pursuing a diploma or bachelor's degree in information technology, Computer Science, or a related fieldBasic hands-on exposure to Microsoft 365 services, including Entra ID (Azure AD), Teams, and SharePoint - through coursework, labs, or practical experienceStrong familiarity with Windows operating systems, installation, configuration, and basic troubleshootingUnderstanding of user and access management concepts, such as accounts, groups, and permissionsWorking knowledge of core IT infrastructure fundamentals, including network basics, monitoring tools, and system troubleshootingAbility to analyze and resolve technical issues in a timely manner, with strong problem-solving skills and attention to detailFamiliarity with ITIL principles, such as incident, request, and change managementExcellent communication and customer service skills, with a strong interest in supporting users in a fast-paced environmentCompTIA A+ certification and Microsoft MS-900 certificationActive Directory experience is an assetExperience with scripting, especially using PowerShellExperience with ITSM ticketing systems, such as ServiceNowExperience supporting Mac devicesCompany OverviewGlassHouse Systems is security & enterprise infrastructure solution provider, with 25 years serving private and public customers. It was founded in 1993, and is headquartered in Toronto, Ontario, CAN, with a workforce of 51-200 employees. Its website is https://www.ghsystems.com/.



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