IT Support Specialist

The Support Specialist I provides front-line IT support to end users, serving as the first point of contact for technical issues. This role involves handling inbound support requests, managing tickets through a helpdesk system, and assisting users both remotely and in person.

Essential Job Duties

• Answer inbound support calls, log issues as tickets, and escalate when necessary
• Monitor and manage helpdesk tickets submitted via forms or email
• Categorize, prioritize, and resolve tickets in a timely and accurate manner
• Ensure all assigned tickets are completed thoroughly and documented properly
• Set up new user laptops, ship equipment as needed, and provide remote assistance with first-time login and setup
• Configure new user mobile devices and assist remotely with remaining setup tasks
• Assist users with computer and application login issues
• Provide support for company-issued printers
• Assist users with VPN connectivity issues
• Provide basic assistance with application usage and escalate to training teams as appropriate
• Support password resets and multi-factor authentication (MFA) setup
• Perform other duties as assigned

• High school diploma or equivalent (required)
• Associate’s degree in Information Technology, Computer Science, Information Systems, Electrical Engineering, or a related field or equivalent work experience (preferred)

Experience, Knowledge & Skills

• Basic experience building, configuring, and troubleshooting laptops and desktops
• Working knowledge of Microsoft Windows operating systems
• Basic troubleshooting experience with Android and iOS devices