Technical Support Specialist

We are seeking a customer-focused End User Support professional to provide technical assistance and field support to agency staff. This role is responsible for supporting end users with day-to-day technology needs, troubleshooting hardware and software issues, and ensuring reliable use of enterprise devices and Microsoft collaboration tools. The ideal candidate will have strong technical troubleshooting skills, excellent communication abilities, and a “customer-first” mindset., * Provide end-user support for desktops, laptops, mobile devices, and wireless equipment in a field environment.

• Troubleshoot and resolve hardware, software, and connectivity issues in a timely and efficient manner.
• Support Microsoft desktop and cloud-based applications including Windows OS, Microsoft Office Suite, Microsoft 365, Microsoft Teams, and SharePoint.
• Respond to help desk tickets, document issues, and track resolution using ticketing systems.
• Escalate complex technical issues to appropriate IT support teams when necessary.
• Assist field staff in adopting and effectively using new technologies to improve daily operations.
• Provide end-user training and guidance on applications, devices, and enterprise tools.
• Maintain accurate documentation of incidents, resolutions, and knowledge base articles.
• Deliver high-quality customer service with a strong focus on responsiveness and user satisfaction.

Do you have experience in Windows?, * 5+ years of experience supporting Microsoft desktop environments including Windows OS, Microsoft Office Suite, Microsoft 365, Microsoft Teams, and SharePoint.

• 5+ years of experience troubleshooting desktops, laptops, printers, mobile devices, and wireless connectivity issues.
• Strong experience using help desk or IT service management ticketing systems (e.g., ServiceNow or similar).
• Excellent verbal and written communication skills with the ability to interact effectively with technical and non-technical users.
• Strong customer service skills with a demonstrated “customer-first” approach.
• Ability to work independently in a field-based or decentralized support environment.

Preferred Skills

• Experience providing IT support to field staff or distributed workforces.
• Experience creating user guides, training materials, or technical documentation.
• Familiarity with enterprise mobile device support and applications.
• Basic understanding of IT infrastructure concepts (networks, VPN, Active Directory).