Service Desk Specialist

Digital Hands

IT

United States

Posted on Jun 23, 2026

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<div class="content-intro">#GetThereFirst Digital Hands is an innovative Managed Security Service Provider (MSSP) with a mission to protect customer data and make technology available, productive and secure with the strongest talent in the cyber industry. Members of the Digital Hands Team work with leading technologies and protect a dynamic set of enterprise-class customers including best-known brands in the hospitality, financial, manufacturing and communications industries. Digital Hands employees enjoy competitive compensation and benefits, training opportunities, personal skills development, and opportunities for professional advancement across the organization.  Digital Hands is comprised of innovators leading from the front, fueled by a desire to achieve, test new boundaries, and a determination to do whatever it takes to get there first every time. Ideal candidates believe in the mission and vision of the company and have a genuine love for what they do. At Digital Hands, we take ownership, obsess over our promises, anticipate our customers' needs. and get ahead of every threat so that our customers can focus on their business with the peace of mind that only comes from knowing their cyberworld is secure.</div><div class="fr-view"> <div id="isPasted"></div> <div> *This is a full-time, onsite role at our Tampa Headquarters.    POSITION SUMMARY: Working within the Digital Hands Security Operations Center (SOC), the IT Service Desk Specialist works within a Help Desk environment, monitoring alarms and responding to incident tickets coming from a wide variety of IT and networking systems across customers’ environments, including, servers, workstations, and network devices. The IT Service Desk Specialist acts as the initial point of contact for customer calls, scheduling, Active Directory installs, documenting, triaging, remediating, or escalating as required to other teams in the SOC.   DUTIES AND RESPONSIBILITIES: <ul> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Work in a shift-based call center environment, handling in-bound support calls, creating and remediating incident tickets through the service management platform.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Schedule and perform installations of customer security platforms.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Communicate clear expectations and build relationships with a primary account and their support teams while following appropriate processes and procedures.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Embrace opportunities to enhance and improve process workflows and the customer experience.</li> </ul>   EDUCATION AND WORK EXPERIENCE: Minimum of 1-3 years of experience in an Information Technology / help desk role: <ul> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Strong skills using and supporting Microsoft Windows desktop and server operating systems and related hardware troubleshooting of Windows machines.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Knowledge of IT Security concepts.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Working knowledge of networking concepts and remote access protocols such as LANs/WANS, VPNs, TCP/IP, UDP, HTTP, and FTP.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Experience with Active Directory, as well as troubleshooting: server, switches, and connectivity.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Bachelor's degree in computer science or related field preferred.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Professional certifications such as A+, and Network+ preferred.</li> </ul>   KNOWLEDGE, SKILLS AND CHARACTERISTICS REQUIRED: <ul> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">A keen interest in security and the need for the confidentiality, integrity and availability of information and information systems to be maintained.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Excellent analytical skills.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Excellent communication, presentation and listening skills.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Excellent organizational and time-management skills. and the ability to multi-task and prioritize.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">High level of integrity, judgment and situational awareness.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Ability to work both independently and collaboratively with peers, across teams, and with management.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Flexibility and adaptability to change.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Capability of learning and performing all the activities that everyone on the shift does.</li> <li style="font-size: 14pt; font-family: 'trebuchet ms', geneva, sans-serif;">Excellent customer service skills.</li> </ul> </div> </div>    <div class="content-conclusion">Digital Hands is dedicated to a diverse and inclusive workplace and culture, and proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.  Digital Hands is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at <a style="color: rgb(27, 54, 93);" href="mailto:talentmanagement@digitalhands.com">talentmanagement@digitalhands.com</a>. Digital Hands participates in the U.S. Government’s E-Verify program to determine employment eligibility. In compliance with the federal government, all hired applicants will be required to verify identity and employment eligibility upon hire. To learn more about E-Verify, please visit dhs.gov/e-verify. <a href="https://www.cigna.com/legal/compliance/machine-readable-files">This link</a> leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.  By submitting your application, you agree that Digital Hands may collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Digital Hands’ recruitment activities.  You may delete your application and/or unsubscribe from receiving notifications of career opportunities at Digital Hands at any time. For additional details on how Digital Hands uses and protects your personal information in the application process, including your rights under the California Privacy Rights Act (“CPRA”), click here to view our Privacy Notice.</div>

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