Service Specialist, Employee Technology Support

Details

The Employee Technology Support (ETS) team is seeking a Service Specialist to deliver high-quality second- and third-line support across Windows, macOS, desktops, laptops, and mobile devices. The role partners with Service Desk, Technician, and Mobile teams as the primary escalation point for complex issues. It also supports problem management and helps maintain key infrastructure tools and collaboration spaces while building strong relationships with stakeholders and business partners.

The mission is to deliver expert support that enables every Bloomberg employee to do their best work through responsive service, trusted collaboration, and continuous operational improvement.

Responsibilities

• Provide escalated Service Desk, Desktop, and Mobile support, prioritizing employee productivity and experience.
• Follow globally defined ETS workflows for incidents, requests, problems, and changes.
• Use dashboards and internal tools to prioritize and manage workload.
• Drive first-time resolution and high-quality ticket handling.
• Identify automation and efficiency opportunities.
• Contribute to and use the knowledge base; identify gaps and partner with the Knowledge Management team.
• Partner with the Continuous Improvement and Product teams to drive service improvements.
• Proactively identify patterns and trends across the environment.
• Raise tickets with the Incident Management team for widespread or systemic problems and drive resolution before issues escalate into wider business disruption.
• Manage and deliver regional projects.
• Perform root cause analysis and investigate the underlying causes of issues.

Technologies and Tools

AD, SCCM, Citrix, PaperCut, StreamLine, vSphere, Microsoft 365, Webex, Zoom, Microsoft Teams, Intune, Azure, CyberArk, ForeScout, ITLocate, JAMF, and CUCM.

Requirements

• Strong working knowledge of Windows, including Active Directory user and computer management, Group Policy Objects, organizational unit structures, and group membership.
• Solid understanding of macOS configuration, troubleshooting, and management in a corporate environment.
• Hands-on experience with SCCM for software deployment, patch management, and device compliance reporting.
• Good understanding of networking fundamentals, including DNS, DHCP, TCP/IP, VPN, and common connectivity troubleshooting.
• Knowledge of software deployment processes and familiarity with enterprise package management tools.
• Experience supporting iOS and Android devices in a corporate mobile device management environment, such as Intune or JAMF.
• Passion for technology and enhancing the employee experience.
• Strong problem-solving and time-management skills.
• Ability to work in a fast-paced, global environment.
• Strong sense of ownership, transparency, accountability, and commitment to employees, the team, and the business.
• Clear and effective communication skills, including communication with senior stakeholders.
• A degree in Computer Science, Networking, IT Security, or a similar field, or equivalent industry experience.

Preferred Qualifications

• Knowledge of Cisco, Slack, Miro, AI productivity tools, and audio-visual support.
• Familiarity with Python, PowerShell, or other scripting languages.
• ITIL certification.
• CompTIA A+ certification.

Benefits

Benefits may include merit increases, incentive compensation for exempt roles, paid holidays, paid time off, medical, dental, and vision coverage, short- and long-term disability benefits, a 401(k) match, life insurance, and wellness programs. Benefits are not provided directly to contingent workers, contractors, or interns.