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# IT Help Desk Support Specialist / Tier 1 Technician

- **Company:** Sligo Software Solutions Inc.
- **Location:** Rock Springs, WY, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Access Network, Issue Tracking Systems, Software Engineering, Data Processing, User Administration
- **Published:** October 19, 2026
- **Apply:** https://www.careerjet.com/jobad/us5eda282755c09d8a5a7cae1da20a194c

## About the Role

* Relevant experience in IT support, technical troubleshooting, or customer service.
 * Familiarity with Windows environments, Microsoft 365, user account management, and ticketing systems.
 * Strong written and verbal communication skills.
 * Ability to document technical issues clearly and follow established procedures.
 * CompTIA A+, Microsoft certifications, or equivalent technical training is desirable.

Key Deliverables

 * Accurate and complete support tickets.
 * Timely first-level troubleshooting and escalation.
 * Documented incident resolutions.
 * Contribution to knowledge base articles and service desk metrics.

## Description

The IT Help Desk Support Specialist will provide first-level technical support to students, faculty, and staff through phone, email, chat, and web-based support channels. The role will resolve common technical issues, document all interactions, and escalate incidents that require additional technical expertise.
Key Responsibilities

 * Receive, log, categorize, and prioritize support requests.
 * Troubleshoot account access, password, connectivity, application, and common software issues.
 * Provide basic support for Microsoft 365, Canvas, and other applications within the agreed service scope.
 * Assist users with network access and routine technical questions.
 * Provide remote troubleshooting and user guidance.
 * Maintain accurate ticket notes, resolution details, and follow-up records.
 * Escalate unresolved or high-impact incidents according to established procedures.
 * Follow security, identity verification, privacy, and data handling procedures.
 * Meet assigned response-time, documentation, and customer service standards.
 * Support evening, weekend, holiday, and other scheduled coverage requirements.