Reports to: Service Delivery Manager
Schedule: M–F, 8:00 AM–5:00 PM or 9:00 AM–6:00 PM (MST)
Work Arrangement: On-site initially; limited hybrid flexibility (up to 1 day/week) may be available once performance expectations are consistently met
Compensation: $19.00–$26.50/hour (based on experience)
Benefits: PTO, 401k, Health, Dental, Vision, and Life Insurance
Role Summary
The IT Support Specialist I is the first level of technical support on the Service Desk after dispatch.
This role exists to resolve end-user issues when possible, document thoroughly, and escalate appropriately when needed. You will work directly with clients, follow established processes, and operate within defined guardrails to keep service delivery efficient and within SLA.
This is an entry-level role designed to grow. Expectations increase over time as skills, confidence, and technical judgment develop.
What You’ll Spend Most of Your Time Doing
- Resolving common end-user issues during first contact when possible
- Working tickets assigned by Dispatch through the ticketing system
- Touching end-user systems to perform approved changes and fixes
- Documenting all work clearly and completely
- Escalating issues you cannot resolve using defined templates and processes
- Communicating effectively with clients, even when resolution requires escalation
- Reviewing and improving documentation as systems and processes evolve
What Success Looks Like in 6–12 Months
- Resolves approximately 80% of assigned tickets independently
- Consistently meets SLA expectations
- Documents work clearly enough that escalations are clean and actionable
- Knows when to try, when to ask questions, and when not to “push buttons”
- Communicates professionally and confidently with clients
- Is prepared to participate in the on-call rotation when eligible
Core Responsibilities
- Provide Tier 1 technical support to client environments
- Perform approved changes such as:
- Password resets
- Basic user and group management
- Software installs
- Basic troubleshooting of common issues
- Follow escalation templates and routing processes
- Work primarily inside the ticketing system throughout the day
- Update and improve documentation over time
- Partner with Dispatch, Supervisors, and Tier 2 for clean handoffs
Required Skills & Experience
- Foundational IT knowledge and a desire to grow in the field
- Familiarity with:
- Active Directory user and group management
- Microsoft 365 user administration
- Ability to troubleshoot basic end-user issues
- Strong written communication and documentation skills
- Willingness to ask questions and follow established processes
- Ability to manage time and work within SLA expectations
Nice-to-Have Skills
- Prior internship or helpdesk experience
- MSP experience
- Familiarity with ticketing systems
- Light scripting or automation exposure
- Experience working in a client-facing support role
Metrics & Expectations
- First-contact resolution
- Ticket volume handled
- SLA adherence
- Documentation quality (increasingly important over time)
- Balance of speed and accuracy
Schedule & On-Call
- One of two schedules:
- Monday–Friday, 8:00 AM–5:00 PM (MST)
- Monday–Friday, 9:00 AM–6:00 PM (MST)
- No after-hours work initially
- Participation in the on-call rotation expected after approximately 6 months, once trained
What This Role Is Not
- Not a Tier 2 or Tier 3 role
- Not a senior engineering position
- Not a role where guessing or experimenting is acceptable
- Not a position where poor documentation is tolerated
Trying — even when unsure — is expected. Acting without understanding is not.
Growth Path
This role is a feeder position into other roles within the company, including:
- IT Support Specialist II
- Specialized technical roles
- Supervisory or leadership tracks
Growth is based on performance, judgment, and consistency — not tenure alone.
The Environment You’re Entering
- Client-focused MSP environment
- Structured escalation and dispatch processes
- Documentation and runbooks are actively being built and improved
- Team culture values effort, accountability, and learning
- You’ll be supported — but expected to try
