IT Support Specialist

GENERAL STATEMENT OF JOB DUTIESGoTriangle is the regional public transportation authority serving the Raleigh-Durham-Chapel Hill area. We are dedicated to providing safe, reliable, and innovative transit solutions. To support our mission, we are seeking a proactive and customer-focused IT Support Specialist to manage all incoming incidents and requests for the IT Support Service Desk. The IT Support Specialist is the first point of contact for all technical support needs within GoTriangle. This role is responsible for managing, prioritizing, and resolving IT incidents and service requests, ensuring a high level of customer satisfaction and timely resolution.ESSENTIAL DUTIES AND RESPONSIBILITIESServe as the primary contact for all incoming IT incidents and service requests via phone, email, or ticketing system.Accurately log and categorize incidents and requests in the service management system.Assign tickets to appropriate IT team members when necessary and monitor progress to ensure timely resolution.Provide first-level troubleshooting for hardware, software, network, and peripheral issues.Escalate complex technical issues to higher-level support teams or vendors as needed.Follow up with users to confirm resolution and ensure customer satisfaction.Monitor the service desk queue to maintain response and resolution time SLAs.Generate reports on ticket trends, common issues, and areas for improvement.Identify recurring incidents and recommend long-term solutions.Create and maintain detailed documentation for common issues and resolutions.Contribute to the development of a knowledge base to empower end-users with self-help resources.Provide exceptional customer service, ensuring clear communication and a positive experience for all users.Educate users on IT policies, best practices, and available resources.Stay current on new technologies and tools to enhance service desk operations.Participate in team meetings to review performance metrics and suggest process

improvements.MINIMUM QUALIFICATIONS AND REQUIREMENTSAssociate’s degree in Information Technology, Computer Science, or a related field.Minimum of three (3) years of experience in a technical support or help desk roleCertification(s) Preferred - CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator AssociateProficiency in troubleshooting Windows and macOS operating systems.Experience with Microsoft Office 365, Active Directory, and remote support tools.Knowledge of basic networking concepts (e.g., TCP/IP, DNS, VPN).Strong communication and interpersonal skills with a customer-first mindset.Excellent problem-solving and organizational abilities.Ability to multitask and prioritize in a fast-paced environment. Working Conditions: Works in an office environment where there is minimum exposure to dust, noise, or extreme temperatures. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum