The IT Support Specialist (Tier 1) serves as the organization’s first point of contact for all internal technical issues. This role focuses on initial triage, basic troubleshooting, ticket management, and user support across hardware, software, networking, and standard enterprise applications. The specialist provides both hands on and virtual assistance, supports employee onboarding/offboarding, and ensures users receive timely, accurate, and customer focused service.
Operating within a multi warehouse environment, this position plays a key role in maintaining smooth daily operations by resolving common issues, escalating advanced problems to teams, and contributing to a reliable and user friendly IT experience.
- Resolve common issues related to hardware, software, basic network connectivity, and standard enterprise applications.
- Manage incoming IT tickets, calls, chats, and emails; perform categorization, impact assessment, and escalate when appropriate.
- Install, configure, and maintain computers, peripherals, mobile devices, and approved software.
- Support account provisioning, hardware setup, software deployment, and access removal during employee lifecycle changes.
- Manage user access across systems and applications following role based access control guidelines; basic administration in AD and SAP.
- Ensure issues are resolved to user satisfaction and maintain strong communication throughout the support process.
- Work with Security, Engineering, and Operations to ensure systems remain compliant and aligned with company policies.
- Assist with endpoint management tasks using tools such as SCCM, Ivanti EPM, and DUO, focusing on device health and compliance.
- Contribute to IT documentation, SOPs, and internal knowledge base articles to improve self service and Tier 1 efficiency.
- Identify recurring issues, suggest process improvements, and stay adaptable to new and legacy technologies.
- Additional task as required.
Skills And Abilities
- Strong troubleshooting skills across hardware, software, and basic network connectivity.
- Ability to manage and triage incoming tickets, categorize issues, and escalate appropriately.
- Proficiency in Active Directory user management and basic SAP access administration.
- Solid understanding of networking fundamentals (IP addressing, WiFi basics, VPN access).
- Excellent communication and customer service skills with a focus on user satisfaction.
- Ability to work independently, prioritize tasks, and collaborate with cross functional teams.
- High attention to detail, accuracy, and accountability in documentation and compliance.
- Adaptability in fast paced environments and willingness to learn new and legacy technologies.
- Proactive mindset toward process improvement and identifying recurring issues.
- Ability to take on new responsibilities that support team growth and organizational success.
