Service Desk Operations

Job Title: Service Desk Operations

Specialist Industry: Managed Services

Provider Location: Anaheim, CA

Position Summary The Service Desk Operations Specialist supports a Managed Service Provider (MSP) environment by delivering responsive, high-quality technical support across multiple client organizations. This role is ideal for a customer-focused, technically capable professional who thrives in a fast-paced MSP setting with diverse technologies, service levels, and client expectations.

Key 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:
o Desktop and laptop systems (Windows environments)
o Microsoft 365 and business productivity tools
o User access, permissions, and authentication
o 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 confirmation.
Contribute knowledge base articles and help identify recurring issues and improvement opportunities.
Perform other duties as assigned by managemet

Required Skills & Technical Knowledge
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 antivirEDR alerts and conditional access concepts.
Ability to independently resolve moderately complex technical issues.

Professional Competencies
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.

Education & Experience
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:
o MSP service desk environment (preferred)
o Multi-user IT support environment
CompTIA A+ certification (preferred).
Additional IT certifications are a plus.

Who We Are
Calance is a global IT Services firm specializing in end-to-end solutions for Development, Robotic Process Automation (RPA), Business Intelligence and Data Science, DevOps enablement, Managed Services, Security, Construction Management Software Integration and IT Staffing.

Headquartered in Southern California with offices across US and India, our team has made a commitment to excellence for over 20+ years. At Calance, we pride ourselves on building longlasting relationships both with clients and with our team. This fosters a culture of trust and a commitment to creating high-quality, customer-oriented IT solutions, which is why we have seen a 90% client retention rate and successful long-term relationships with leading SMB and enterprise partners.

With decades of extensive domain knowledge in technology solutions and exceptional customer support, the Calance team shares a passion for helping organizations achieve digital transformation and build streamlined IT infrastructure that supports their continued success. Our customized IT solutions empower organizations to hit their long-term business goals and lead their industry.

We believe our long term relationship with employees is one our most valuable assets. At Calance we strive to build a culture where personal and professional growth are as important as customer growth and success. We often refer to Calance as a family a family committed to sustainably growing businesses, driving client success, and working to ensure everyone in the family achieves their full potential.

We offer generous compensation and a benefits package which, coupled with an exceptional company culture, has resulted in most Calance team members staying with the company for over 7+ years. We also provide H1B work permits and permanent residency sponsorship.