Position Summary
The IT Support Specialist (Level 1) provides first-line technical support to employees across the organization. This role is responsible for responding to IT support tickets, troubleshooting basic hardware and software issues, and ensuring employees can effectively use company technology.
This position serves as the primary point of contact for day-to-day IT issues and escalates more complex problems to senior IT staff or external vendors as needed.
Key Responsibilities
User Support & Ticketing
- Serve as the first point of contact for IT support requests via ticketing system, phone, or walk-ups
- Log, prioritize, track, and resolve IT tickets in accordance with service level expectations
- Provide clear communication and follow-up with users on issue status and resolution
Hardware & Device Support
- Troubleshoot and resolve basic desktop, laptop, printer, and peripheral issues
- Assist with setup, imaging, and deployment of new computers and mobile devices
- Perform basic hardware swaps and replacements (monitors, keyboards, docks, etc.)
Software & Account Support
- Assist users with common software issues (Microsoft 365, email, browsers, VPN, ERP access)
- Create, modify, and disable user accounts following established procedures
- Reset passwords and manage basic access requests
Documentation & Process
- Document issues, resolutions, and procedures in the ticketing system or knowledge base
- Identify recurring issues and suggest process or documentation improvements
Escalation & Coordination
- Escalate unresolved or complex issues to higher-level IT staff or vendors
- Coordinate with internal teams and external service providers as needed
Required Qualifications
- High school diploma or equivalent (Associate's degree or IT coursework a plus)
- Basic understanding of Windows operating systems and common business software
- Familiarity with computer hardware, printers, and basic networking concepts
- Strong customer service mindset and communication skills
- Ability to prioritize tasks and manage multiple requests
Preferred Qualifications
- 0–2 years of IT support or help desk experience
- Experience with IT ticketing systems (ServiceNow, Freshservice, Jira, etc.)
- Basic knowledge of Active Directory, Microsoft 365, and endpoint management tools
- IT certifications (CompTIA A+, Microsoft fundamentals) are a plus but not required
