Service Desk Specialist

Job Description

Job Description

Job Description

This role serves as the central hub for inbound customer communication, acting as the first point of contact for calls and emails and ensuring each customer quickly reaches the right solution. You will handle a high volume of customer interactions, perform light troubleshooting on rented environmental and safety equipment, and coordinate with technical experts and internal teams to resolve issues efficiently. The position suits someone who is bright, resourceful, technically curious, and energized by a fast-paced, customer-driven environment where no two calls are the same.

Responsibilities

• Serve as the primary point of contact for inbound customer calls and emails, handling approximately 40 customer interactions per day.
• Answer incoming calls using a multi-line switchboard, clearly identify customer needs, and prioritize requests based on urgency and complexity.
• Listen carefully to customer questions, complaints, and service requests, and triage issues efficiently to ensure timely and accurate responses.
• Perform light troubleshooting related to rented environmental and safety equipment to help customers resolve basic issues on the spot.
• Escalate complex or highly technical cases to the appropriate technical experts when additional support is required.
• Create, update, and track customer requests using the company’s ticketing system to ensure issues move toward resolution without delays.
• Use the ERP system to document customer interactions, equipment details, and status updates with a high level of accuracy and detail.
• Develop a working knowledge of rental equipment and applications, including gas detection, air sampling, noise monitoring, and environmental instruments.
• Collaborate closely with technical support, operations, logistics, and sales teams as part of ongoing cross-training initiatives.
• Maintain a professional, calm, and solutions-focused demeanor, even during urgent situations or periods of high call volume.
• Practice strong phone etiquette and clear communication to create a positive and professional customer experience.
• Perform accurate data entry related to customer accounts, equipment information, and service activities using Microsoft Office, Excel databases, ERP, and ticketing tools.
• Contribute to a collaborative, knowledge-sharing culture by proactively learning and sharing information about products, systems, and processes.

Essential Skills

• Strong verbal and written communication skills with the ability to listen, clarify information, and prioritize customer needs.
• Proven comfort handling a high volume of inbound calls and emails in a fast-paced environment.
• High level of organization and attention to detail, especially when documenting customer interactions and equipment information.
• Ability to learn technical products and explain next steps or basic troubleshooting steps clearly to customers.
• Proficiency with business systems such as ERP platforms, ticketing systems, and multi-line phone systems.
• Demonstrated customer service skills, including professionalism, patience, and a solutions-focused mindset.
• Competence in data entry with accuracy and speed.
• Experience using Microsoft Office, including working with Excel databases.
• Strong phone etiquette and ability to manage a switchboard or multi-line phone system.
• Ability to remain composed under pressure and manage multiple tasks simultaneously.

Additional Skills & Qualifications

• Some technical background or education in Environmental Science, Chemistry, Industrial Hygiene, or related fields.
• Experience in customer support, dispatching, call-center environments, or technical service coordination.
• Interest in safety, environmental monitoring, or industrial equipment and their applications.
• Familiarity with environmental science concepts, use of environmental instruments, and related technologies.
• Experience working with ticketing systems and ERP platforms in a service or operations environment.
• Demonstrated ability to think quickly, problem-solve, and adapt to changing priorities.
• Intellectual curiosity and an interest in understanding how equipment and systems work.
• Resourceful mindset with the ability to find answers, leverage available tools, and move issues forward without constant supervision.
• Business-minded approach, recognizing how excellent service supports strong customer relationships and long-term partnerships.
• Desire to learn an industry deeply and grow within a technical, knowledge-driven organization.
• Enjoyment of roles where each interaction is different and daily work offers variety.

Work Environment

You will work in a small, tight-knit office team of approximately 5–7 people, where collaboration, cross-training, and knowledge sharing are part of everyday operations. The schedule follows standard business hours, Monday through Friday, from 8:00 a.m. to 5:00 p.m., providing a predictable daytime work routine. The role is 100% on-site, allowing you to work closely with colleagues, access equipment information and systems directly, and engage in hands-on learning with environmental and industrial hygiene tools.

This is a Permanent position based out of Waukegan, IL.

The pay range for this position is $25.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Waukegan,IL.

This position is anticipated to close on Jun 12, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.