Calance · 6 hours ago
Service Desk Operations Specialist
Anaheim, CA
Full-time
Onsite
Entry, Mid Level
$27/hr - $29/hr
1+ years expCalance is a global IT Services firm specializing in end-to-end solutions for various technology domains. The Service Desk Operations Specialist supports a Managed Service Provider environment by delivering high-quality technical support to multiple client organizations, managing the full ticket lifecycle, and resolving technical issues efficiently.
Information TechnologySoftware
Responsibilities
Provide technical support to multiple client environments via phone, email, remote tools, and ticketing systems
Diagnosing and resolving incidents and service requests, including moderately complex issues related to:
Desktop and laptop systems (Windows environments)
Microsoft 365 and business productivity tools
User access, permissions, and authentication
Network connectivity and VPNs
Triage and prioritize tickets based on urgency, business impact, and contractual SLAs
Resolve issues efficiently while maintaining high standards for ticket documentation and client communication
Escalate advanced or infrastructure-level issues to Tier 2/Tier 3 teams with clear troubleshooting notes and root-cause indicators
Manage the full ticket lifecycle from intake through resolution, including follow-ups and client confirmation
Contribute knowledge base articles and help identify recurring issues and improvement opportunities
Perform other duties as assigned by management
Qualification
Required
Strong working knowledge of Windows 10/11 troubleshooting, endpoint configuration, and common desktop/laptop issues
Proficiency supporting Microsoft 365/Google Workspace applications
Experience supporting desktop hardware, peripherals, printers, and mobile devices in a multi-client environment
Knowledge of identity and access management, including password resets, group membership, MFA troubleshooting, and permissions
Familiarity with Active Directory and/or Azure AD, including user and group administration
Foundational understanding of networking concepts such as TCP/IP, DNS, DHCP, VPNs, and wired/wireless connectivity
Experience using PSA/ITSM tools in an SLA-driven service desk environment
Familiarity with RMM and remote support tools, including alert triage and basic proactive remediation
Basic understanding of endpoint security and authentication, including antivirus/EDR alerts and conditional access concepts
Ability to independently resolve moderately complex technical issues
Excellent verbal and written communication skills
Strong time management and organizational abilities
Customer-first mindset with the ability to context-switch across multiple clients and technologies
Detail-oriented approach to documentation and process adherence
Positive attitude and collaborative team approach
Associate or bachelor's degree in information technology or a related field, or equivalent hands-on experience
1–3 years of experience in one or more of the following: MSP service desk environment, Multi-user IT support environment
Preferred
MSP service desk environment
CompTIA A+ certification
Additional IT certifications are a plus
Benefits
H1B work permits and permanent residency sponsorship
Generous compensation and a benefits package
Company
Calance
A CMMI Level 5 certified company offering IT services and solutions such as cloud, IT staffing, web & mobile development, and more.
501-1000 employees
H1B Sponsorship
Calance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Bill Darden
Chief Financial Officer
A
Amit Govil
Chairman
Recent News
2025-04-16
Company data provided by crunchbase