Information Technology Support Specialist

The First Touch Specialist provides front-line technical support for IT hardware, software, and network-related issues. This role serves as the initial point of contact for approximately 2,500+ global employees, delivering timely, customer-focused assistance via phone and in-person walk-up support.

Essential Functions:

• Work a standard day shift in an on-premises support environment
• Serve as the rst point of contact for all IT-related incidents and service requests
• Respond promptly to user inquiries, following established IT support scripts and engagement procedures
• Triage, categorize, and document incidents and requests accurately within the ticketing system
• Perform initial troubleshooting and diagnosis, utilizing remote support tools as needed
• Resolve issues at rst contact when possible; escalate and route unresolved issues to the appropriate IT teams
• Collaborate closely with the ITCS Enablement Team and other IT groups to ensure smooth handoffs and timely resolution
• Educate end users on self-service tools, standard processes, and IT best practices
• Contribute to the creation and maintenance of troubleshooting documentation and knowledge base articles
• Identify recurring issues and trends, and recommend opportunities for process or system improvements
• Technologies and services supported include:
• End-user hardware (desktops, laptops, mobile devices, printers, and le shares)
• Video conferencing solutions
• WAN and VPN connectivity
• Telephony systems
• Business applications
• Active Directory administration
• Collaboration platforms such as Microsoft 365 and email systems

1-2 years of professional IT helpdesk experience

1 + years of Active Directory experience

Required Skills:

Required Qualications:

• Minimum of 1 year of help desk or IT support experience
• Entry-level experience supporting Microsoft and macOS-based systems
• Strong interpersonal and communication skills with a demonstrated commitment to customer service