Service Desk Subject Matter Expert (sme)

Description:

We are seeking a highly skilled and knowledgeable Service Desk Subject Matter Expert (SME) to join our IT team. The ideal candidate will bring in-depth expertise in service desk operations, operating systems (OS), network troubleshooting, and a variety of IT service management activities. This position requires strong leadership abilities, a deep understanding of IT infrastructure, and the capacity to provide expert-level support and guidance across all service desk functions. The Service Desk SME will work closely with service desk technicians, IT leadership, and end users to resolve complex technical issues and improve overall service delivery.
Education:
Bachelor’s degree in Information Technology, Computer Science, or a related field.

Experience:
8-10+ years of experience in service desk operations, IT support, or a related field.
In-depth knowledge of operating systems (Windows, macOS, Linux) and network troubleshooting.
Experience in managing service desk tools and platforms (ServiceNow, JIRA, BMC Remedy).
Proven ability to lead a team and provide mentorship/training to junior staff.
Strong understanding of ITIL processes and service management best practices.
Technical Skills:
Advanced troubleshooting skills for OS, networking, and hardware-related issues.
Proficiency in networking concepts (TCP/IP, DNS, DHCP, VPN) and network troubleshooting.
Knowledge of system administration for Windows Server and Linux environments.
Familiarity with remote desktop tools and support software.
Strong knowledge of Active Directory, Group Policy, and other directory services.