Information Technology Support Specialist
John Galt Staffing, Inc.
Allen, United States of America
4 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
JuniorJob location
Allen, United States of America
Tech stack
Microsoft Windows
Microsoft Active Directory
Apple Mac Systems
Business Software
Collaborative Software
Issue Tracking Systems
Virtual Private Networks (VPN)
Remote Service Software
Information Technology
Laptops
Job description
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
Requirements
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